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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Overview

The AFLS Technical Architect (Product SME) brings deep product expertise in Agentforce Life Sciences for Customer Engagement (AFLS4CE). Reporting to the Account Activation & Remediation Lead, this architect leads the technical assessment of an account's product configuration, identifies root causes of product-related delivery failures, and drives hands-on remediation of configuration gaps, feature misuse, and OOTB capability gaps — with a primary lens on what the product can and should do in the context of the customer's use cases.

Key Responsibilities:

Technical Assessment & Advisory

• Lead technical assessment of current product configuration against intended use cases; identify gaps between design and OOTB capabilities
• Conduct critical use case technical feasibility assessments and establish architectural guardrails informed by AFLS4CE best practices
• Advise on scope compression opportunities to align solutions with OOTB capabilities and reduce custom development risk
• Surface product-specific blockers and provide technical status updates during daily Triage Standup meetings

Hands-On Technical Remediation

• Perform hands-on technical stabilization and reconfiguration of AFLS4CE components
• Conduct root cause analysis of product configuration failures and document findings
• Provide OOTB configuration guidance to the SI partner and delivery team; coach on correct implementation patterns
• Conduct code reviews on AFLS-specific customizations; identify and resolve deviations from product standards

Go-Live Validation & Documentation

• Validate go-live acceptance criteria against AFLS product standards; resolve critical technical defects tied to product configuration prior to go-live
• Document resolutions, configuration decisions, and known issues for handoff to BAU teams and the AFLS resource library
• Validate performance and behavior of agentic capabilities embedded in CRM

Bench Activities

• Support triage and scoping for incoming high-risk accounts, providing product scope complexity and configuration risk assessments to inform POD sizing
• Support the Product Engagement Lead in maintaining the AFLS standard implementation blueprint, code packages, and quick-start configuration guides
• Contribute to the AFLS product feedback register, documenting field-observed feature gaps, bugs, and mobile sync issues for Product Management
• Support partner enablement sessions and certification curriculum as a product configuration expert
• Participate in quarterly health assessment interviews to diagnose product configuration challenges and knowledge gaps

Qualifications:

Required

• 10+ years architecting or implementing enterprise Salesforce solutions, including hands-on configuration and code review experience
• Deep product expertise in Agentforce Life Sciences for Customer Engagement (AFLS4CE) or equivalent Life Sciences/Health Cloud product suite
• Strong root-cause analysis skills and experience stabilizing at-risk technical implementations
• Salesforce Certified Administrator required

Preferred

• Salesforce Certified Technical Architect (CTA) or Application Architect credential
• Experience coaching SI partners on OOTB implementation patterns
• Familiarity with agentic/AI capability validation within CRM

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

Posting Statement

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