Senior AI Solutions Engineer
Core
Implementing, optimizing, and scaling AI-powered capabilities (automation, conversational AI, case routing) to improve efficiency and self-service in customer support operations.
Role type
Senior AI Solutions Engineer (hands-on IC)
Builds
Scalable AI workflows, automated support processes, and optimized agent tools for customer support teams.
Domain
Customer Support / AI Operations / Enterprise SaaS
Deliverable
production ML models | product features
Required skills
AI workflow implementation, conversational AI deployment, system integration, performance monitoring, KPI measurement, process optimization, Salesforce Agentforce configuration, governance model adherence, data analysis, technical documentation.
Preferred skills
Experience with Salesforce Agentforce and Data360, background in customer service operations, understanding of self-service design principles.
Technologies
Salesforce Agentforce, Data360, CRM platforms, knowledge bases, sandbox and production environments.
Responsibilities
Partner with support management to identify and execute automation opportunities; Configure and optimize AI-driven capabilities; Support testing and validation of AI solutions; Monitor and tune AI agent performance using analytics; Translate operational needs into technical requirements; Troubleshoot AI tools and integrations; Document configurations and best practices.
Seniority
Senior, hands-on IC