Open English has been a leader in English language teaching through virtual classes for over 15 years. We are proud to be a general and digital education (EdTech) the leading English-learning platform in over 30 markets, including Latin America, Brazil, the U.S. Hispanic market, Turkey, and Spain, among others.

With over 3 million students enrolled to date, Open English is transforming the traditional language-learning model through its proprietary technology platform, offering unlimited, 24/7 access to live online classes with native-speaking instructors.

The company provides tailored solutions for individuals, businesses (Open English Business), and children (Open English Junior). It has also expanded its offering to include French, Italian, and Portuguese programs through Open Mundo. Backed by over $150 million in venture capital from top-tier firms such as Insight Partners and TCV, Open English continues to scale globally following its acquisitions of English Ninjas in Turkey and Enguru in India.

The company is headquartered in Miami, with offices across Mexico City, Bogotá, Buenos Aires, Istanbul, Bangalore, and São Paulo.

We invite you to join us and be part of an innovative team dedicated to empowering our students. We are constantly seeking the best professionals in their fields to join our team. We offer the opportunity to work together and implement new ideas in a joyful and inspiring work environment.

Position Overview To analyze, design, and develop software requirements according to stakeholder specifications; to translate the specification into requirements and then transform them into concise and robust programming code, spanning both traditional Salesforce development (Apex, Visualforce, Flows, integrations) and the configuration and upkeep of the org's Agentforce AI support agents. The role works closely with the Project Leader, Salesforce Administrators, and Agentforce agents supporting B2C, B2B, and B2G customer service lines — from initial build through production rollout, troubleshooting, and cost oversight.

Key Responsibilities

-Platform Development

- Design, develop, and maintain Visualforce pages, Apex code, and integration to other third party solutions.
- Design and implement new enhancements including creation of custom objects, workflows, email alerts and templates, and campaigns.




- Define the system design, architecture, and best practices for the project; contribute to coding standards and code review.

-Agent Configuration & Prompt Engineering

- Design and refine Agentforce system prompts and instructions (e.g., language-matching rules, escalation policies).
- Build and iterate on conversational logic such as retention/cancellation flows and lookup actions (Contacts/Leads).
- Configure Agentforce Coworker permission sets (Data Cloud Admin, AISearchAdmin/AISearchUser) and activate Agentforce Coworker and End User Experience (beta) features.

-Flow & Automation Development

- Build and modify Salesforce Flows for session escalation, Business Hours routing, and queue assignment.
- Debug and fix broken actions (e.g., variable-assign errors, session summarization logic).

-Channel & Telephony Integrations

- Maintain and troubleshoot the WhatsApp Service Provider (WSP) integration that powers current Agentforce messaging — Messaging Users/Sessions, template delivery, and Meta WhatsApp Business API formatting rules.
- Configure and validate IVR-to-WhatsApp handoff flows, ensuring Five9 call disposition data syncs correctly to Salesforce before message dispatch.
- Design and run A/B tests comparing Agentforce-initiated WhatsApp outreach against standard channels to optimize call-scheduling conversion.
- Partner on the upcoming Five9 + Agentforce voice integration, extending AI agent handling from messaging into inbound/outbound phone calls.

-Troubleshooting & Platform Support

- Diagnose Sandbox-vs-Production discrepancies tied to platform release timing (e.g., Agent Script methods not yet GA).
- Investigate and resolve Data Library Retriever/Search Index issues affecting document grounding.
- Escalate critical incidents (e.g., unexpected agent deactivation) to Salesforce support at appropriate severity.

-Cost & Consumption Management

- Monitor Flex Credit / Digital Wallet consumption and investigate billing discrepancies.




- Coordinate with Account Executives and consumption leads on cost overages.
- Stay current on platform features affecting cost/observability (e.g., Agent Health Monitoring).

-Cross-functional Coordination

- Partner with QA before production handoff of new agents.
- Coordinate with product teams on rollback issues affecting channel integrations (e.g., WhatsApp/Meta templates).
- Provide regular async progress updates to stakeholders.
- Identify and report deviations on time about team tasks, track their resolution, and propose risk-mitigation plans.

Technical and Professional Requirements

- Advanced proficiency with Salesforce development (at least three years of experience).
- Advanced proficiency in Salesforce objects (Leads, Contacts, Accounts, Cases, Campaigns, etc.), Record Types, Users, Roles, and Profiles.
- Proficiency in APEX classes, Visualforce pages, jobs, and governors.
- Code review and test case experience.
- Intermediate written and verbal English skills.
- Experience with technologies that work with Salesforce.com, including: REST services, JavaScript, Force.com platform, and third-party applications.
- Demonstrable experience in Process Builders, Workflow Rules, and Flows.
- Experience with Agile approaches (XP, Scrum, etc.), principles and practices (TDD, automation, simple design, etc.).
- Stakeholder contact and assistance.
- Knowledge and experience in different design patterns and architecture.
- Experience in web services standards and related technologies (XML, SOAP, etc.).
- Hands-on experience configuring and supporting Salesforce Agentforce AI agents, including prompt/instruction design and Data Cloud-backed search.
- Familiarity with WhatsApp Business API/messaging-channel integrations and Five9 (or similar CTI) telephony platforms.
- A Bachelor's degree, or in progress, in Computer Science or equivalent experience.

Preferred Qualifications

- Lightning development experience is desired.

Skills / Tools

Salesforce Agentforce, Agent Script, Salesforce Flow, Data Cloud, Digital Wallet/Flex Credits, Salesforce Sandbox/Production release management, WhatsApp Service Provider (WSP)/Meta WhatsApp Business API messaging channel, Five9 telephony (current IVR integration; planned Agentforce voice channel).

📌 Salesforce Developer- Agentforce (AI Support Agents) (Bogotá)
🏢 Open English
📍 Bogotá