Director, AI & Tooling
Core
Lead the team responsible for generative AI capabilities, evaluation tooling, observability, and program initiatives powering Salesforce's Help Agent (Customer Zero implementation).
Role type
Director, AI & Tooling (Hands-on IC with team leadership)
Builds
Salesforce Help Agent (Customer-facing Agentforce deployment)
Domain
CRM, Generative AI, Agentic AI, Observability
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Generative AI strategy, LLM configuration, prompt engineering, evaluation framework design, observability architecture, program management, cross-functional leadership
Preferred skills
Retrieval architecture (Ensemble Retriever), agentic readiness scoring, automated evaluation at scale, NNAOV program management
Technologies
Agentforce, Slackbot, Claude Code, Testing Center, Shiproom
Responsibilities
Drive strategic roadmap for generative AI capabilities within the Help Agent; Own end-to-end evaluations tooling strategy and define answer quality metrics; Lead observability program for real-time performance monitoring and error analysis; Oversee NNAOV program to drive pipeline generation; Support creation and delivery of AI Skills via applications; Monitor and manage Help Agent production health metrics; Represent AI & Tooling in leadership forums.
Seniority
Director, strategic leadership with hands-on technical direction
