Salesforce Agentforce AI Engineer - Service Cloud
Natera
Salesforce Agentforce AI Engineer – Service Cloud
Position Summary
We are looking for an experienced Salesforce Agentforce AI Engineer to lead the development and optimization of intelligent support solutions within our Salesforce Service Cloud ecosystem. This role is pivotal in designing AI-driven workflows that empower our Customer support and Billing agents, streamline case resolution, and improve customer satisfaction using Salesforce Agentforce, Einstein AI, and GPT-based technologies
Key Responsibilities
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Develop AI-powered support tools using Salesforce Agentforce and Service Cloud to enhance agent productivity and reduce handle time.
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Implement intelligent agent assist features, including auto-suggestions, case summarization, knowledge article recommendations, and next-best-action insights.
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Integrate Salesforce Einstein capabilities, such as Case Classification, Sentiment Analysis, and Intent Detection into customer support workflows.
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Work with Einstein Bots and Copilot Studio to design and deploy virtual agents for automated customer interactions and triaging.
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Collaborate with support operations, product managers, and data teams to identify automation opportunities and deploy scalable solutions.
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Customize Service Console and Omni-Channel features to optimize agent workflows across web, email, and messaging channels.
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Develop, test, and maintain Lightning Web Components (LWC), Apex classes, and Salesforce Flows in support of AI-enabled features.
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Monitor AI model performance, user adoption, and continuously refine based on feedback and analytics.
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Ensure compliance with data governance, security, and privacy standards in AI-powered interactions.
Required Qualifications
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5+ years of Salesforce platform development experience, with a focus on Service Cloud.
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Proven experience with Salesforce Agentforce, Einstein GPT, or similar AI frameworks within the Salesforce ecosystem.
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Strong knowledge of Salesforce Apex, SOQL, Lightning Web Components, and Flow Builder.
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Experience configuring and deploying Einstein Case Classification, Einstein Reply Recommendations, or Article Recommendations.
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Familiarity with integrating AI/ML APIs (e.g., OpenAI, Azure OpenAI, Google AI) into Salesforce environments.
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Deep understanding of customer support workflows, KPIs (CSAT, FCR, AHT), and service process optimization.
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Salesforce certifications preferred:
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Salesforce Certified Service Cloud Consultant
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Salesforce Platform Developer I or II
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Salesforce AI Associate or Einstein GPT Specialist (a plus)
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Preferred Qualifications
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Experience working with Einstein Copilot Studio, Prompt Builder, and Model Builder tools.
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Background in AI/ML, data analysis, or chatbot development.
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Knowledge of MuleSoft, Heroku, or middleware platforms for integration.
OUR OPPORTUNITY
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.
WHAT WE OFFER
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!
For more information, visit www.natera.com.
Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
If you are based in California, we encourage you to read this important information for California residents.
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page