The Engineer II applies deep Salesforce engineering expertise across Apex, Lightning Web Components, Flow, Service Cloud, Experience Cloud, Financial Services Cloud, integrations, data, and CI/CD, while also leading the design and governance of AI agents, prompt and action frameworks, knowledge grounding, observability, testing, and compliance controls. Develop AI-enabled service desk and operations capabilities including conversational support, ticket creation and routing, case summaries, status updates, guided troubleshooting, knowledge article retrieval, password/unlock workflows, onboarding/offboarding support, and proactive notifications.