Senior AI Solutions Engineer

Role Summary

Customer Support is evolving towards more scalable, intelligence-driven operation – reducing manual effort, improving customer self-service, and leveraging AI to deliver faster, more consistent outcomes. The Senior AI Solutions Engineer is responsible for implementing, optimizing, and continuously improving AI-powered capabilities across Customer Support, ensuring the toolset delivers measurable impact.

Responsibilities

• Partner with support management to identify, prioritize, and execute automation opportunities

• Identify and recommend automation opportunities across the customer support lifecycle

• Configure, implement, and optimize AI-driven capabilities

• Support testing, validation, and iteration of AI solutions to ensure reliability and effectiveness in production

• Act as a hands-on operational SME, focused on improving how AI is applied within day-to-day support workflows

• Recommend success metrics and continuously monitor performance of AI and optimize based on results

• Leverage all related data sources to:

  • Track customer journeys across touchpoints
  • Analyze customer usage and engagement patterns
  • Identify opportunities to improve adoption, engagement, and efficiency

• Create repeatable frameworks for evaluating and scaling new AI use cases

• Translate operational needs into technical requirements and solutions

• Troubleshoot and resolve issues with AI tools, workflows, and integrations in sandbox and production environments

• Monitor and optimize AI agent performance using analytics and QA tools to ensure accuracy, efficiency, and continuous improvement

• Partner with support management to execute against defined priorities and deliver solutions at scale

• Document configurations, processes, and operational best practices of AI solutions to support scalability and consistency

• Act as a hands-on subject matter expert, driving continuous improvement in AI-enabled support operations

Skills, Experience And Capabilities

• Demonstrated experience applying AI, automation, or advanced technologies in a live operational or business environment, including direct ownership of use cases such as:

  • Implementing AI-driven workflows (e.g., case routing, classification, summarization, or self-service automation)
  • Deploying or optimizing conversational AI (e.g., virtual agents, copilots, or guided interactions) in production environments
  • Integrating AI solutions across platforms (e.g., CRM, knowledge, community, or data layers) to drive end-to-end workflow improvements

• Measuring impact through defined KPIs (e.g., deflection, handle time reduction, agent productivity, or adoption) and iterating based on results

• Scales solutions beyond pilot phases into repeatable, governed processes across teams

• Hands-on experience with enterprise AI platforms such as Salesforce Agentforce, Data360, including configuration, optimization, and performance monitoring in a production environment

• Experience operating AI solutions within defined governance models, including quality thresholds, risk management, and ongoing performance accountability

• Salesforce Agentforce Certification

• Strong understanding of system workflows, integrations, and data-driven decision making

• Experience working across multiple platforms and understanding system interdependencies

• Familiarity with AI-driven capabilities such as search, classification, summarization, or conversational systems

• Experience working within or supporting customer service or operations environments

• Strong understanding of support workflows, agent experience, and self-service design principles

• Able to identify opportunities to improve efficiency, scalability, and customer experience through automation

• Able to analyze complex, ambiguous problems and develop scalable, effective solutions

• Experience monitoring performance metrics and evaluating outcomes to drive continuous improvement

• Strong critical thinking skills, including evaluating trade-offs and adapting approaches based on results

• Ability to think across end-to-end workflows and understand how systems interact

• Experience optimizing processes and improving performance over time - not just initial implementation

• Experience identifying new opportunities for automation and operational efficiency

• Strong communication skills with the ability to translate technical concepts into business impact

• Ability to operate with autonomy in a fast-paced, collaborative, customer-focused environment

• Experience working in a remote environment

Benefits

We commit to respond to every applicant. 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.