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Director, Salesforce Cloud & AI Support Solutions

RealPage, Inc. · Richardson, TX · 4 wk ago
RemoteRemoteInformation Technology$121k/yrFull-time

Overview

RealPage is seeking a Director, Salesforce Cloud & AI Support Solutions to lead the strategy, delivery, governance, and operational excellence of Salesforce capabilities supporting Customer Support, Customer Success, and related business functions.

Responsibilities

  • Salesforce Platform Leadership: Lead the Salesforce platform organization across engineering, business analysis, architecture, and pod leadership. Define platform strategy, operating model, roadmap, delivery standards, and long-term scalability across multiple lines of business and Salesforce environments.

  • AI, Automation & Conversational Agents: Own the roadmap for AI-powered support and self-service capabilities, including voice bots, chat bots, virtual agents, and portal-based agents. Drive solutions focused on case deflection, triage, guided resolution, and improved customer experience.

  • Human-in-the-Loop Governance: Establish and operate governance for production AI agents, including agent design, prompt tuning, intent and deflection strategy, performance monitoring, escalation handling, quality review, and ongoing business ownership.

  • Release & Delivery Governance: Drive quarterly planning, sprint prioritization, release readiness, UAT coordination, dependency management, deployment governance, and cross-functional roadmap alignment.

  • Customer Success & Support Programs: Partner with Customer Success, Support, and Customer Engagement leaders to manage enhancement intake, scoping, prioritization, rollout, adoption, and value tracking across recurring Salesforce releases.

  • Architecture & Strategic Initiatives: Architect and deliver enterprise Salesforce solutions, including internal request management, industry-vertical capabilities, omni-channel chat unification, Experience Cloud modernization, and large-scale customer data remediation. Lead Salesforce-based customer feedback programs, including in-product NPS, ticket-closure CSAT, executive dashboards, and reporting used to guide platform investment decisions.

  • Enterprise Integrations & Data Governance: Lead integrations between Salesforce and key SaaS platforms, including customer success, contract lifecycle management, survey, contact center, and related systems. Ensure data integrity, identity alignment, API governance, and cross-system consistency.

  • Security, Access & Compliance: Govern Salesforce access, licensing, and compliance processes, including quarterly access certifications, IAM and SailPoint workflows, provisioning, role-based permissions, and license optimization.

  • Vendor & Partner Management: Manage strategic Salesforce ecosystem and SaaS vendor relationships, including roadmap alignment, escalation management, contract review support, partner performance, and quarterly business reviews.

  • Engineering Operational Excellence: Establish engineering standards for Salesforce delivery, including multi-environment deployment discipline, Apex and Lightning Web Component code review, API governance, automated testing, DevOps practices, and responsible use of AI-assisted developer tooling.

  • People Leadership: Lead, mentor, and develop a multi-tier organization of engineering managers, pod leaders, architects, analysts, and senior individual contributors. Foster a culture of technical excellence, accountability, collaboration, and continuous improvement.

Qualifications

  • 10+ years of experience in enterprise technology, business systems, platform engineering, CRM delivery, or related functions.

  • 7+ years of Salesforce platform experience in complex enterprise environments.

  • 5+ years of people leadership experience, including leading managers, architects, engineers, analysts, or cross-functional delivery teams.

  • Proven experience leading Salesforce strategy, architecture, roadmap planning, release governance, and production operations.

  • Strong understanding of Salesforce architecture, data models, security models, permissions, environment strategy, release management, and integration patterns.

  • Experience supporting customer-facing functions such as Support, Customer Success, Customer Engagement, Operations, or Product.

  • Experience delivering AI, automation, virtual agent, chatbot, voice bot, contact center, self-service, or case deflection capabilities.

  • Demonstrated success managing Agile planning, UAT governance, release readiness, and cross-team dependencies.

  • Experience leading Salesforce integrations with enterprise SaaS platforms, APIs, identity models, and data governance.

  • Strong executive communication, stakeholder management, vendor management, and operational risk management skills.

Preferred Qualifications

  • Experience with Service Cloud, Experience Cloud, Omni-Channel, Digital Engagement, Salesforce automation, AI-enabled support tools, or contact center integrations.

  • Experience with AI governance, prompt management, agent monitoring, human-in-the-loop review, or responsible AI operating practices.

  • Experience with Apex, Lightning Web Components, CI/CD, automated testing, DevOps tooling, and multi-environment deployment pipelines.

  • Experience with NPS, CSAT, Voice of Customer programs, executive dashboards, and closed-loop feedback processes.

  • Experience in SaaS, property management technology, customer operations, or enterprise software environments.

Pay Range

USD $121,000.00 - USD $206,000.00 /Yr.

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