Lead AI Support Engineer – Salesforce Agentforce & Prompt Engineering

About the Position

Lead AI Support Engineer – Salesforce Agentforce & Prompt Engineering

We are seeking a Lead AI Support Engineer for Salesforce Agentforce & Prompt Engineering to join our team in Buenos Aires, Argentina. In this role, you will ensure the reliability, performance, and continuous improvement of enterprise AI agents built on the Salesforce Agentforce platform. You will serve as a trusted technical expert in Prompt Engineering and Generative AI, helping deliver high-quality AI experiences while driving operational excellence and responsible AI practices.

Responsibilities

• Lead the support, maintenance, and optimization of AI agents and conversational applications built on Salesforce Agentforce.
• Design, refine, test, and enhance prompts, instructions, and agent behaviors to improve accuracy, grounding, and business outcomes.
• Investigate and resolve complex GenAI challenges including hallucinations, retrieval issues, guardrail violations, and response quality degradation.
• Drive continuous improvement through structured testing, prompt iteration, evaluation frameworks, and operational monitoring.
• Partner with technical and business stakeholders to ensure AI solutions align with business objectives, security requirements, and responsible AI standards.

Requirements

• 5+ years of experience in AI/ML, Generative AI, Conversational AI, Application Support, or related technical environments.
• Strong hands-on expertise in Prompt Engineering, including instruction design, grounding strategies, context management, few-shot prompting, and AI guardrails.
• Experience with Salesforce Agentforce or similar conversational AI platforms.
• Knowledge of Salesforce Data Cloud, Service Cloud, Sales Cloud, Flows, and API-based integrations.
• Experience with Retrieval-Augmented Generation (RAG), embeddings, vector search, and retrieval evaluation techniques.
• Understanding of agentic AI concepts, including tool calling, orchestration, memory, and multi-step reasoning.
• Experience troubleshooting GenAI-specific challenges such as hallucinations, prompt drift, context limitations, latency, and response quality issues.
• Familiarity with REST APIs, JSON, SQL/NoSQL, and enterprise integration troubleshooting.
• Experience working in SLA-driven support environments utilizing platforms such as Jira or ServiceNow.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Advanced English communication skills.

Nice to Have

• Salesforce AI Associate, Agentforce Specialist, or related Salesforce certifications.
• Experience with LLMOps, AI observability, model monitoring, and evaluation frameworks.
• Knowledge of Responsible AI, AI governance, or trust and safety practices.
• Experience with OpenAI, Anthropic, Gemini, or other enterprise-grade LLM providers.
• Healthcare or Life Sciences industry experience.

Work Model

This is a hybrid position requiring 1 day per week in a Cognizant office in Buenos Aires, Argentina. We believe hybrid work is the way forward as we strive to provide flexibility wherever possible.

About the Company

Cognizant is a technology services and AI solutions provider. We bridge the gap between AI investments and real business value by developing holistic full-stack AI solutions for our clients. With our deep industry, process, and engineering expertise, we integrate the specific needs of businesses seamlessly into technology systems. This unlocks human potential, delivers tangible results, and secures a decisive advantage for global companies in a rapidly changing world. Learn more at cognizant.ai or follow us on Twitter.

Benefits

Our benefits program is tailored to help you lead a fulfilling, balanced, and healthy life.

Financial Security

We regularly review market data to ensure that compensation reflects the value you bring. Our benefits go beyond salary and may include retirement plans, financial education, and more.

Physical and Mental Health

We empower you to prioritize your well-being with paid time off, flexible work models where possible, health benefits, counseling, our Mental Health Allyship Program, and much more.

Your Career, Your Path

With over 350,000 positions at Cognizant, you have the opportunity to explore new technologies, industries, and locations-and build the skills you need to advance your career.

Real-World Impact

Think of the biggest brands you rely on. Chances are, they rely on us to power their business. Here, you turn bold ideas into solutions that improve lives everywhere.

Your Journey to Cognizant

Here’s what to expect during our hiring process. Please note that this may vary by role and location. For more information, visit our FAQs.

Step 1: Apply for the Right Role

Find an open position that matches your skills and career goals, and show us why you’re the right fit for the role. Can’t find the right opportunity? Join our Talent Community.

Step 2: Connect with Your Recruiter

If one of our recruiters sees a good match, they’ll schedule a brief introductory call to learn more about you and how your experience and skills align with the role.

Step 3: Showcase Your Skills

If you and our team decide to move forward, you’ll engage with our hiring team. Some roles may require technical assessments and/or customer interviews.

Step 4: Time for Decision

Our team will then review each candidate’s potential to succeed in the role. This step may take some time as we want to find the right fit for you and for us-but you can trust that we’ll keep you updated along the way.

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