Software Engineer – Salesforce Support and Generative AI

Software Engineer – Salesforce Support and Generative AI

Fitch Group is seeking a “Software Engineer – Salesforce Support and Generative AI” to join the Fitch Business Applications team.

In this role, you will be responsible for integrating Salesforce support cases and knowledge base into Generative AI models, particularly leveraging Large Language Models (LLM) for prompt engineering specific to Salesforce support engineers.

What We Offer:

• High-achieving diversified team and work-life balance
• Excellent exposure to the latest technology.
• Opportunities to learn and grow.

We’ll Count on You To:

• Manage day-to-day administration of Salesforce cases and be part of the group salesforce support team.
• Manage Salesforce users, profiles, roles, public groups, share settings and other administrative responsibilities.
• Support Salesforce configuration changes such as validation rules, page layouts, fields, processes, and workflows that drive internal efficiencies.
• Collaborate with end users (Business) to help troubleshoot and resolve their day-to-day salesforce configuration and workflow issues/concerns.
• Maintain data integrity through data cleansing, de-duplication, and record merging.
• Assist in documenting existing processes and workflows to strengthen institutional knowledge.
• Create simple and complex reports as requested by the sales leaders and users.
• Maintain salesforce dashboards and update as needed.
• Proactively collaborate with the salesforce development and other business applications team and get the issues resolved timely.
• Identify opportunities for process improvement within Salesforce.
• Create QA documentation for new functionalities and update regression test suite on a regular basis.
• Provide testing and QA support as needed.
• Participate in training end-users with new enhanced features/functionalities.
• Collaborate with cross-functional teams to understand Salesforce support case workflows and integrate them into AI-driven solutions.
• Develop algorithms to extract insights and information from existing Salesforce knowledge base resources and enrich them using Generative AI techniques.
• Design, train, and optimize Generative AI models, particularly Large Language Models (LLMs), tailored to address the specific needs of Salesforce support engineers.
• Create and refine prompts and input formats that facilitate effective utilization of Generative AI for addressing Salesforce support inquiries and challenges.
• Continuously monitor and improve the performance and efficiency of Generative AI models, ensuring they deliver accurate and timely responses to support queries.
• Work closely with stakeholders, including Salesforce support teams, data scientists, and product managers, to gather requirements, provide updates, and solicit feedback for iterative improvements.
• Document development processes, model architectures, and best practices for utilizing Generative AI in Salesforce support scenarios. Conduct training sessions to empower support engineers in leveraging AI tools effectively.

What You Need to Have:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• Proven experience in Salesforce support and familiarity with support case management workflows.
• Experience with Apttus/Conga CLM is desirable.
• Experience using Jira, Confluence, or similar project management software.
• Experience with Data loader or any other Data management tool.
• Relevant Salesforce certifications and Trailhead experience are desirable.
• Strong programming skills, particularly in Python, with experience in AI/ML frameworks like TensorFlow, PyTorch, or Hugging Face Transformers.
• Solid understanding of Natural Language Processing (NLP) concepts and techniques, including language modeling, text generation, and sequence-to-sequence modeling.
• Experience with Generative AI model development and deployment, preferably with Large Language Models (LLMs) such as GPT or BERT.
• Ability to effectively communicate technical concepts to non-technical stakeholders and collaborate in a cross-functional team environment.
• Strong problem-solving skills and a proactive mindset towards identifying and addressing challenges in AI-driven support solutions.

What Would Make You Stand Out:

• Excellent relationship-building skills and ability to liaise with stakeholders at all levels.
• Demonstrates enthusiasm towards continued personal/professional development.
• Excellent written and verbal communication skills.
• Previous experience in developing AI-driven solutions for customer support or knowledge management domains.
• Familiarity with Salesforce platform development, including Apex, Visualforce, and Lightning components.
• Experience with cloud computing platforms such as AWS, Azure, or Google Cloud Platform.
• Knowledge of software engineering best practices, including version control, automated testing, and continuous integration/continuous deployment (CI/CD) pipelines.

Why Fitch?

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.

We are building incredible things at Fitch and we invite you to join us on our journey.

Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.

For more information please visit our websites:  

www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

FOR NEW YORK ROLES ONLY: Expected base pay rates for the role will be between $75,000 and $100,000 per year. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors. Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch. 

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