Hybrid AI Engineer – Salesforce, Customer Contact Platforms

at CarTrawler

• Job title: AI Engineer – Salesforce, Customer Contact Platforms
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Dublin, Ireland

About the role

• AI Engineer at CarTrawler improving customer interactions via Salesforce and GenAI. Focused on scalable solutions in customer experience and collaboration with multiple teams.

Responsibilities

• Design, build and optimise AI-powered features within Salesforce Service Cloud and Agentforce, including case summarisation, routing, agent assist and deflection flows.
• Develop and iterate LLM-powered prompts, workflows and guardrails for both customer-facing and agent-facing use cases.
• Integrate Salesforce AI capabilities with the wider contact stack, including telephony, portals, automation tools and AI platforms.
• Influence build-vs-buy decisions across AI, ensuring maximum leverage of Salesforce native capabilities before adding new vendors.
• Run experiments and pilots, tracking impact across key metrics such as deflection, AHT, CSAT, containment and error rates.
• Embed safety, governance and compliance best practices across AI solutions, including PII handling and auditability.
• Partner with operations teams to ensure AI features land effectively and are fully adopted in day-to-day workflows.

Requirements

• 5+ years’ experience in software engineering / platform development.
• Strong hands-on experience building solutions on Salesforce Service Cloud, including Apex, Flows and integrations.
• Practical experience delivering GenAI or LLM-based solutions in production environments.
• Solid understanding of APIs, system integrations and event-driven architectures.
• A customer- and agent-first mindset, with a focus on measurable operational impact.
• Confidence working cross-functionally with technical and non-technical stakeholders.
• Curiosity and drive to stay ahead of evolving AI, automation and Salesforce capabilities.

Benefits

• Competitive pay and benefits, including a performance-based annual bonus, fully subsidised VHI health insurance and pension matching up to 4%.
• Generous time off and flexible working, including 25 days’ annual leave, extra company days, monthly Friday Unplugged afternoons and the option to work abroad for up to 20 days a year.
• Comprehensive wellbeing support, including access to health and mental health programmes (HeadsUp and EAP) and paid leave for marriage, volunteering and personal wellbeing including menstrual, menopause, and fertility leave.
• Growth and recognition culture with development opportunities through training, coaching and study support plus programmes that celebrate individual and team achievements.
• Everyday perks that make a difference - subsidised canteen (KC Peaches), on-site car parking, Bike to Work and TaxSaver schemes plus an active Sports & Social Club.