Engineer II, IT Service Delivery

PenFed Credit Union; Washington (District of Columbia); Hybrid; USD 79,000 - 167,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) match

Education assistance

Job summary

PenFed Credit Union in Tysons, VA seeks a Senior Salesforce-focused Engineer II for IT Service Delivery in a hybrid role. You will design, build, secure, and support enterprise Salesforce solutions with emphasis on Agentforce digital assistants, AI-enabled service experiences, automation, and reliable operations.

The role requires major hands-on Salesforce work, integration across platforms, and governance.

Qualifications

• Six years Salesforce development including Apex, LWC, Flow, SOQL/SOSL, APIs, web services, data modeling, deployment practices.
• Three years delivering Salesforce Service Cloud/ITSM workflows and knowledge management.
• Two years hands-on Salesforce AI, Agentforce agents, data grounding, prompt building, or related AI tech.
• Five years in app development, pipelines, testing, deployment automation, and production support.
• Three years integrating Salesforce with enterprise platforms via APIs, MuleSoft, or similar patterns.
• Regulated environment experience emphasizing privacy, access control, auditability and production readiness.

Responsibilities

• Lead design, development, configuration, testing, deployment, and support of Salesforce apps focusing on Agentforce, Service Cloud, ITSM, and AI-powered UX.
• Design and implement Agentforce agents, topics, actions, and prompts with human-in-the-loop workflows.
• Build Salesforce capabilities with Apex, LWC, Flow, API integrations, and secure patterns.
• Develop AI-enabled service desk capabilities including ticketing, case summaries, and proactive notifications.
• Collaborate with MuleSoft, data, and infrastructure teams to expose governed backend actions via reusable APIs and flows.

Skills

Salesforce

Apex

Lightning Web Components

Flow

SOQL/SOSL

APIs

Web services

Data model design

Release management

ITSM

Service Cloud

Experience Cloud

Agentforce AI

MuleSoft

Tools

MuleSoft

Job description

Job Overview

PenFed is hiring a (Hybrid) Engineer II, IT Service Delivery at our Tysons, Virginia location. The primary purpose of this position is to design, build, secure, deploy, and support enterprise Salesforce solutions with a strong emphasis on Agentforce, AI-enabled service experiences, automation, integration, and operational reliability. The role serves as a senior technical contributor for PenFed Salesforce applications, and ITSM capabilities, Agentforce digital assistants, and agentic workflows that improve employee and member service outcomes.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Lead technical design, development, configuration, testing, deployment, and support of Salesforce applications, with emphasis on Agentforce Agents, , Service Cloud, ITSM, workflow automation, and AI-enabled user experiences.
• Design and implement Agentforce agents, sub agents/sub topics, actions, prompt templates, knowledge grounding, retrieval patterns, escalation paths, and human-in-the-loop workflows that solve business problems without creating unnecessary custom code.
• Build and maintain Salesforce platform capabilities using Apex, Lightning Web Components, Flow, SOQL/SOSL, APIs, web services, platform events, custom metadata, and secure integration patterns.
• Develop AI-enabled service desk and operations capabilities including conversational support, ticket creation and routing, case summaries, status updates, guided troubleshooting, knowledge article retrieval, password/unlock workflows, onboarding/offboarding support, and proactive notifications.
• Partner with MuleSoft, integration, data, and infrastructure teams to expose governed backend actions through reusable APIs, flows, connectors, and agent actions, ensuring least-privilege access, clear error handling, and complete auditability.
• Utilize Salesforce security, role-based access, permission sets, sharing rules, field-level security, Salesforce Shield/Event Monitoring where applicable, and Einstein Trust Layer capabilities such as masking, toxicity controls, trust boundaries, and zero-retention expectations.
• Apply secure AI and model governance practices, including AI risk assessments, prompt and response testing, data protection review, hallucination and output-quality checks, bias/toxicity review, operational guardrails, and production readiness documentation.
• Define and validate acceptance criteria, automated regression coverage, agent evaluation scripts, prompt/action test cases, performance checks, accessibility expectations, and rollback plans to reduce operational and compliance risk.
• Establish or improve team standards for Salesforce engineering, Agentforce implementation, prompt/action lifecycle management, CI/CD, branching, code review, documentation, observability, and release governance.
• Monitor production applications and AI agent performance using platform telemetry, dashboards, logs, case analytics, containment/deflection metrics, qualitative feedback, error rates, and operational KPIs to drive continuous improvement.
• Troubleshoot complex production incidents, agent failures, integration errors, data quality issues, permissions defects, and workflow exceptions; coordinate remediation with application, infrastructure, cyber, and vendor teams.
• Translate ambiguous business objectives into clear technical designs, user stories, architecture patterns, acceptance criteria, data needs, and delivery plans.
• Facilitate scoping and business priority-setting for complex changes, ensuring stakeholder alignment, regulatory awareness, and documented baseline requirements before delivery begins.
• Review technical designs and code from other developers to ensure appropriate technology selection, maintainable architecture, efficient resource use, reusable integration patterns, and alignment with PenFed standards.
• Provide technical leadership, mentoring, and guidance to less experienced developers, administrators, analysts, and delivery partners; may coordinate work across project resources without formal supervisory responsibility.
• Ensure all production updates follow company and departmental change control, release management, access management, information security, vendor risk, and operational readiness procedures.
• Support audit, compliance, third-party risk, and regulatory evidence needs by maintaining clear design documentation, AI disclosures, test results, approval records, and traceable production change artifacts.
• Work multiple projects concurrently, adjust priorities based on business need and risk, and communicate delivery status, blockers, decisions, and risks clearly to technical and non-technical stakeholders.
• Perform other duties as assigned.

Key Relationships

• Manager
  • Escalate issues, keep informed, advise and receive instructions
• Team
  • Inspire and motivate team, provide direction and manage performance
  • Guide, support, coach and mentor team members
  • Review the work and proposals of team members
  • Encourage team to work collaboratively to contribute to achieving the team's business outcomes
  • Architecture, InfoSec, Compliance, Risk, and Audit: Align designs to enterprise architecture, security, privacy, AI governance, change control, and regulatory expectations.
• Business Units/3rd Parties
  • Resolve and provide solutions to issues

Qualifications

Equivalent combination of education and experience is considered.

• Minimum of six (6) years of Salesforce platform development experience, including Apex, Lightning Web Components, Flow, SOQL/SOSL, APIs, web services, data model design, and enterprise release practices.
• Minimum of three (3) years of experience delivering Salesforce Service Cloud, Experience Cloud, Financial Services Cloud, ITSM, case management, Knowledge Management, or comparable enterprise service workflows.
• Minimum of two (2) years of hands-on experience with Salesforce AI, Agentforce Agents, Data 360, Prompt Builder, Model Builder, knowledge grounding, conversational automation, or comparable enterprise AI/agent technologies.
• Minimum of five (5) years of experience with application development, application delivery pipelines, source control, testing, deployment automation, and production support.
• Minimum of three (3) years of experience integrating Salesforce with enterprise platforms through APIs, middleware, MuleSoft, event-driven architectures, or comparable integration patterns.
• Experience operating in a regulated environment with attention to privacy, data protection, access control, change management, auditability, and production readiness expectations.

Preferred Qualifications

• Experience with AI agent lifecycle practices including prompt/action design, grounding strategy, evaluation metrics, guardrails, observability, red-team testing, model risk documentation, and continuous improvement feedback loops.
• Experience with Salesforce Data 360, knowledge management, semantic search, retrieval-augmented generation patterns, vector search, metadata-driven configuration, and enterprise content governance.
• Experience with CI/CD tools and practices such as Git, Azure DevOps, GitHub, Copado, Gearset, Salesforce DX, automated testing, deployment validation, and release management.
• Experience with regulated financial services, NCUA/FFIEC expectations, AI risk management frameworks, privacy controls, third-party risk management, and audit evidence preparation.
• Experience using A.I. tools preferred.

Core Competencies

• Agentforce-first solution design: prioritizes configuration, platform-native capabilities, reusable agent actions, and safe automation over unnecessary custom development.
• Secure engineering: designs for least privilege, data minimization, field-level security, masked sensitive data, clear audit trails, and defensible production controls.
• Operational ownership: values reliability, observability, incident reduction, clean handoffs, and measurable improvement in employee/member experience.
• Technical leadership: coaches others, sets standards, reviews designs, improves delivery practices, and translates complex concepts for business and executive audiences.
• Compliance-aware delivery: understands that AI-enabled systems must be explainable, tested, governed, monitored, and supported with evidence.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

Salesforce Certified, Agentforce Specialist, Administrator, Platform App Builder, Platform Developer I/II, Service Cloud Consultant, Financial Services Cloud, Sharing and Visibility Architect, Application Architect, System Architect, or Technical Architect certification.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is required.

Pay Transparency

The anticipated starting salary range for this role is $79,400.00 - $ 166,718.00

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

This position is eligible for an individual performance based annual bonus.

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Our Purpose

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at [e-mail].