Senior Salesforce Engineer: AI-Driven IT Service Delivery

PenFed Credit Union

McLean (VA)

Hybrid

USD 79,000 - 167,000

Full time

14 days+

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Job summary

PenFed Credit Union is seeking an Engineer II, IT Service Delivery in a Hybrid role at Tysons, VA. You will design, build, secure, deploy, and support enterprise Salesforce solutions with emphasis on Agentforce, AI-enabled service experiences, automation, and operational reliability.

You will lead the design and governance of AI agents, prompt/action frameworks, knowledge grounding, observability, testing, and compliance controls, partnering with business, architecture, InfoSec, compliance,

Qualifications

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

Responsibilities

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/topics, actions, prompt templates, knowledge grounding, retrieval patterns, escalation paths, and human-in-the-loop workflows.
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.