Lead AI Support Engineer – Salesforce Agentforce & Prompt Engineering

About the role

As a Lead AI Support Engineer – Salesforce Agentforce & Prompt Engineering, you will make an impact by ensuring 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.

In this role, you will:

• 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.

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible.

Based on this role’s business requirements, 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.

What you need to have to be considered

• 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.

Why Cognizant?

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.