Lead AI Support Engineer – Salesforce Agentforce & Prompt Engineering

About the Position

Lead AI Support Engineer – Salesforce Agentforce & Prompt Engineering

As a Lead AI Support Engineer – Salesforce Agentforce & Prompt Engineering, 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.

You will be a valued member of our AI and Digital Engineering team and work collaboratively with developers, architects, platform teams, business stakeholders, and clients to optimize AI-powered solutions operating in production environments.

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.

We Offer

At Cognizant, you'll have the opportunity to work on innovative Generative AI and Agentic AI initiatives for global clients while collaborating with high-performing multidisciplinary teams. We foster a culture of continuous learning, professional growth, inclusion, and innovation, empowering our associates to shape the future of AI-driven business solutions.

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.