AI Solutions Lead

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 AI Solutions Lead, Customer Support is responsible for implementing, optimizing, and continuously improving AI-powered capabilities across Customer Support, ensuring the toolset delivers measurable impact.

This role will translate business needs into scalable AI solutions and enable the organization to work more efficiently, consistently and intelligently over time.

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
• Translate insights into actionable changes and targeted adjustments, including workflow updates, model tuning, and automation enhancements
• 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
• Scaling 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
• Ability to identify opportunities to improve efficiency, scalability, and customer experience through automation
• Ability 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
• Bachelor’s degree or equivalent experience in Computer Science, Engineering, Data, or a related field

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. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.