Yêu cầu công việc
- Bachelor’s degree in Computer Science, Information Technology or a related field, or equivalent practical experience.
- 3–5 years of hands-on Salesforce development experience.
- Strong practical Apex skills – classes, triggers, batch and asynchronous processing, bulkification, unit testing, and working within platform governor limits.
- Practical experience with Lightning Web Components, Salesforce Flows, and SOQL/SOSL.
- Hands-on experience with Salesforce Service Cloud – case management, queues, assignment and routing.
- Experience developing and maintaining integrations using REST and/or SOAP APIs.
- Knowledge of the Salesforce security model, including profiles, permission sets, sharing rules and field-level security.
- Experience with source control and Salesforce DX.
- Demonstrated ability to translate business requirements from non-technical stakeholders into working technical solutions.
- Interest in AI agent development and a willingness to learn Salesforce Agentforce, which is central to how this team works. Prior experience is not required; curiosity is.
- Able to communicate clearly in English, written and verbal, and to collaborate effectively across time zones and cultures.
- Salesforce Platform Developer I certification.
Yêu cầu nên có
- Hands-on experience with AI agent development – Salesforce Agentforce, Einstein AI, prompt engineering, or LLM APIs. Self-directed learning counts here as much as professional experience.
- Salesforce Platform Developer II certification.
- Experience working in customer service, support or ITSM environments – understanding the workflow context your solutions will operate in.
- Experience with Experience Cloud, Data Cloud, MuleSoft or other middleware, or CPQ.
- Working knowledge of JavaScript, HTML and CSS, and modern web development practices.
- Experience with CI/CD pipelines and modern deployment practices.
- Experience working in Agile or Scrum delivery environments.
- Interest in or exposure to automotive, DMS, or SaaS B2B software environments.
- Experience within a global delivery model, ideally collaborating with teams in the UK or Europe.
- Additional Salesforce certifications, such as Administrator or Service Cloud Consultant.
Công việc cụ thể là gì?
The Opportunity
We are looking for a skilled Salesforce Developer to build the platform capability behind Keyloop’s AI agents. This is a hands-on engineering role in which Salesforce Agentforce is the starting point for almost everything you will work on.
It is important to be clear about how the work arrives. Requirements here begin with an agent capability – a new process Kara should handle, a task an internal agent should take on, an interaction that should no longer need a person. Your job is to make that real on the platform: designing the data model it needs, building the Flows, Apex and Lightning Web Components the agent will invoke, wiring in the integrations that give it access to the right systems and data, and proving it behaves correctly. The Salesforce engineering is substantial and it is genuinely yours – but it is driven by what the agents need to do, rather than sitting separately from it.
You do not need prior Agentforce experience. We are looking for strong Salesforce engineering fundamentals – that is the part that takes years to build. Agentforce is something we will teach you, with instructor-led training and time to learn. What we do ask is that you find this kind of work interesting, because it is what the team does every day.
The role sits within the Customer Enablement (CE) organisation, part of Keyloop’s growing Global Delivery Hub in Vietnam. You will own solutions end to end, from requirement through to production, and work directly with the people who use what you build.
Building for AI Agents
• Translate agent capabilities into platform design – taking a new or expanded Agentforce use case and determining the objects, fields, automation, code and integrations required to support it.
• Build the actions our agents invoke, using Flows, Apex and Lightning Web Components, so that Kara and our internal agents can execute real work rather than only answer questions.
• Make the right data available to agents at the right moment, through sound data modelling and reliable integrations.
• Test and validate agent-driven processes end to end, confirming they behave correctly, safely and predictably in production.
• Work with the teams responsible for agent design and knowledge management to turn intended behaviour into working platform capability.
Salesforce Platform Development
• Design, develop and implement Salesforce solutions using Apex, Lightning Web Components (LWC), Flows and declarative platform capabilities.
• Build and optimise data models, validation rules, automation, reports and dashboards.
• Develop and extend Service Cloud capability – case management, queues, routing, entitlements, SLAs and omni-channel engagement – which is the operational backbone our agents work within.
• Perform code reviews, unit testing, deployment and release management activities.
• Troubleshoot application issues and deliver ongoing support, maintenance and enhancements.
Integration & Data
• Develop and maintain integrations between Salesforce and external systems using REST and SOAP APIs.
• Connect Salesforce to Keyloop’s broader technology stack, including internal DMS data and the Fusion platform.
• Ensure reliable data synchronisation, sound error handling, and maintainable integration patterns.
Service & Process Efficiency
• Identify where agents and automation can improve CE processes – from first-contact resolution and case routing to proactive customer communication and self-service deflection.
• Partner with the business to deliver solutions that reduce cost-to-serve while lifting customer satisfaction.
Cross-Functional Collaboration
• Collaborate with business stakeholders, Business Analysts, Administrators and engineering teams to translate requirements into technical solutions.
• Engage the heads of function across CE (Support, Retention, Operations, Knowledge & Education) to align development priorities with business goals.
• Liaise with Keyloop’s wider Product, Engineering and AI Centre of Excellence teams to keep CE developments coherent with platform-wide strategy.
• Communicate build progress and outcomes clearly to non-technical stakeholders, translating technical capability into business value.
Quality, Governance & Documentation
• Ensure solutions follow Salesforce best practices, security standards, coding standards and governance processes.
• Apply rigorous testing and monitoring so that solutions perform accurately, safely and consistently at scale.
• Maintain clear technical documentation, integration specifications, release notes and operational runbooks to support team scalability and knowledge transfer.
• Stay current with Salesforce platform releases and evolving best practice.
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