Responsibilities:

• Perform the day-to-day administration, configuration, and optimization of Salesforce Agentforce and Data 360 capabilities.
• Analyze AI agent performance and identify opportunities to improve customer experience, operational efficiency, and business outcomes.
• Continuously tune AI-powered support experiences, including conversational flows, retrieval strategies, recommendations, and automated customer interactions.
• Monitor platform performance, quality metrics, and user adoption to drive ongoing improvements.
• Recommend enhancements based on operational data, customer feedback, and support team insights.
• Establish repeatable frameworks for evaluating, prioritizing, and scaling new Agentforce use cases.
• Translate customer support and service operations requirements into scalable Agentforce solutions and business processes.
• Partner with Support Leadership to identify opportunities for increased automation, self-service adoption, and operational efficiency.
• Evaluate end-to-end customer journeys and recommend AI-enabled improvements across support channels.
• Support expansion of Agentforce capabilities across multiple customer engagement channels, including chat, email, voice, and future channels.
• Recommend success metrics and business KPIs for AI-enabled support experiences.
• Provide strategic recommendations regarding AI capabilities, workflow optimization, and platform enhancements.
• Leverage Data 360 and related data sources to:
  • Analyze customer behavior and engagement patterns.
  • Track customer support journeys across channels and touchpoints.
  • Identify trends, gaps, and optimization opportunities.
  • Measure business impact of AI-enabled support experiences.
• Evaluate adoption, containment, agent productivity, customer satisfaction, and operational efficiency metrics.
• Translate insights into actionable tuning recommendations and process improvements.
• Conduct root cause analysis and performance reviews to continuously improve AI effectiveness.
• Serve as the subject matter expert for Agentforce and Data 360 capabilities within Customer Support.
• Partner with Support leaders and Customer Education teams to ensure knowledge governance supports effective AI performance and customer outcomes.
• Work closely with Salesforce IT teams responsible for core Salesforce configuration, customization, integrations, and technical enablement.
• Collaborate with Support leaders to align platform capabilities with business priorities.
• Communicate technical concepts and AI capabilities in business-relevant terms to stakeholders.
• Document platform standards, operational processes, governance practices, and optimization recommendations.

Skills, Experience and Capabilities

• Demonstrated experience owning and optimizing AI-powered business solutions in a production environment.
• Experience with Salesforce Agentforce and Data 360, including platform configuration, tuning, analytics, and performance management.
• Experience supporting AI-enabled customer service or operational workflows.
• Strong understanding of conversational AI, agentic AI systems, retrieval-augmented generation (RAG), knowledge-grounded AI experiences, and intelligent automation.
• Experience evaluating AI performance and driving continuous improvements through analytics and business insights.
• Experience defining and measuring success through operational KPIs such as containment, self-service adoption, customer satisfaction, productivity, and efficiency.
• Strong understanding of customer support operations, service design, and self-service strategies.
• Experience working across multiple systems and understanding platform interdependencies.
• Proven ability to identify optimization opportunities and improve outcomes over time.
• Experience translating business needs into scalable platform capabilities and operational processes.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication skills with the ability to translate technical concepts into business value.
• Ability to work autonomously in a fast-paced, collaborative environment.
• Salesforce Certification(s), including Agentforce-related credentials.
• Experience with Agentic AI architectures and Retrieval-Augmented Generation (RAG) concepts.
• Experience with enterprise CRM, customer support, customer success, or service operations environments.
• Familiarity with knowledge management, content governance, and AI knowledge optimization practices.
• Experience expanding AI-powered customer experiences across multiple support channels such as chat, email, and voice.
• Experience supporting distributed or remote teams.
• Bachelor's degree or equivalent experience in Business, Information Systems, Computer Science, Engineering, Data Analytics, or a related field.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.