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.

Work Model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. This is a hybrid position requiring 1 day per week in a Cognizant office in Buenos Aires, Argentina. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

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 follow us on Twitter.

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.

Benefits that Help You Thrive and Grow

Our benefits program is built with you in mind-so you can enjoy a fulfilling, balanced, and healthy life.

Financial Wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

Physical and Mental Health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counseling, our Mental Health Allyship program, and more.

Your Career, Your Way

With 350,000+ roles at Cognizant, you’ll have opportunities to explore new technologies, industries, and locations-and build the skills you need to grow your career.

Real-World Impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your Path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

Step 1: Apply to the Right Opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

Step 2: Connect with Your Recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

Step 3: Show Off Your Skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

Step 4: Decision Time

Our team will then review each candidate’s potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us-but you can count on us to keep you updated.