This is a high-impact, highly collaborative role sitting at the intersection of
AI engineering and customer service excellence. As an Agentforce Solutions Developer within the Customer Enablement (CE) organisation, you will be central to realising Keyloop's investment in AI-powered customer operations - building, optimising and scaling intelligent agents to drive meaningful efficiency across our global support and service operations.
You will work closely with CE leaders, functional heads, and cross-functional stakeholders to design and deliver a cohesive programme of AI-powered developments that reduce effort, accelerate resolution, improve customer outcomes, and advance the sophistication and autonomy of our AI agents. This role is part of Keyloop's growing Global Delivery Hub in Vietnam.
KEY RESPONSIBILITIES
Agentforce Platform Development
• Design, build and continuously improve AI agent flows within Salesforce Agentforce, progressing Kara's capabilities across increasingly autonomous use cases
• Develop and refine prompts, actions, flows, and integrations that enable Kara to handle increasingly complex support interactions autonomously
• Maintain and extend the Agentforce knowledge base, working alongside the Knowledge & Education team to ensure high-quality, KCS-aligned content underpins AI responses
• Integrate Agentforce with Keyloop's broader technology stack including Salesforce Service Cloud, internal DMS data, and the Fusion platform
• Evaluate and integrate external LLM capabilities (e.g. Anthropic Claude API, Microsoft Copilot Studio) where they augment or extend Agentforce's native functionality
Service & Process Efficiency
• Identify automation opportunities across CE processes - from first-contact resolution and case routing to proactive customer communication and self-service deflection
• Partner with the Data Analytics team to analyse support data, case trends, and agent handling patterns to surface AI use cases that reduce manual effort and improve customer retention
• Partner with the business to deploy solutions that directly reduce cost-to-serve while lifting customer satisfaction
• Support the evolution of AI-assisted tooling for CE agents, including in-call guidance, auto-summarisation, and next-best-action recommendations
Cross-Functional Collaboration
• Engage CE leadership and heads of function (Support, Retention, Operations, Knowledge & Education) to align AI development priorities with strategic goals
• Liaise with Keyloop's wider Product, Engineering, and AI CoE teams to ensure CE developments are coherent with platform-wide AI strategy
• Communicate technical roadmaps, build progress and outcomes clearly to non-technical stakeholders, translating AI capability into business value
Quality, Governance & Continuous Improvement
• Apply rigorous testing, monitoring and feedback loops to ensure AI agents perform accurately, safely, and consistently at scale
• Document technical designs, integration specifications, and operational runbooks to support team scalability and knowledge transfer
• Stay current with Salesforce Agentforce releases, Einstein AI updates, LLM provider developments (Claude, Copilot), and emerging AI/ML trends relevant to customer service
• Champion responsible AI principles in all development work, ensuring outputs are explainable, auditable, and aligned with Keyloop's values