AI Business Solutions Architect, Customer Support

Customer Support is evolving toward a more scalable, intelligence-driven operating model that reduces manual effort, improves customer self-service, and leverages AI to deliver faster, more consistent outcomes.

The AI Business Solutions Architect, Customer Support is responsible for the ongoing optimization, tuning, monitoring and business administration of Salesforce Agentforce and Data 360 capabilities within Customer Support. This role serves as the bridge between business operations, AI-enabled support experiences, customer education, and Salesforce technology teams. The successful candidate will focus on platform configuration, day-to-day tuning, performance analysis, and continuous optimization of AI-powered customer support experiences.

They will partner closely with Support Operations, Customer Education, and Salesforce IT teams to ensure Agentforce solutions drive measurable business outcomes while maintaining governance, quality, and scalability. This is a highly collaborative, business-focused AI role that combines customer support expertise, data-driven decision making, and Salesforce Agentforce platform management.

• Perform the day-to-day administration, configuration, and optimization of Salesforce Agentforce and Data 360 capabilities.
• Analyze AI agent performance and identify opportunities to improve customer experience, operational efficiency, and business outcomes.
• Continuously tune AI-powered support experiences, including conversational flows, retrieval strategies, recommendations, and automated customer interactions.
• Monitor platform performance, quality metrics, and user adoption to drive ongoing improvements.
• Recommend enhancements based on operational data, customer feedback, and support team insights.
• Establish repeatable frameworks for evaluating, prioritizing, and scaling new Agentforce use cases.
• Translate customer support and service operations requirements into scalable Agentforce solutions and business processes.
• Partner with Support Leadership to identify opportunities for increased automation, self-service adoption, and operational efficiency.
• Evaluate end-to-end customer journeys and recommend AI-enabled improvements across support channels.
• Support expansion of Agentforce capabilities across multiple customer engagement channels, including chat, email, voice, and future channels.
• Recommend success metrics and business KPIs for AI-enabled support experiences.
• Provide strategic recommendations regarding AI capabilities, workflow optimization, and platform enhancements.
• Leverage Data 360 and related data sources to:
• Analyze customer behavior and engagement patterns.
• Track customer support journeys across channels and touchpoints.
• Identify trends, gaps, and optimization opportunities.
• Measure business impact of AI-enabled support experiences.
• Evaluate adoption, containment, agent productivity, customer satisfaction, and operational efficiency metrics.
• Translate insights into actionable tuning recommendations and process improvements.
• Conduct root cause analysis and performance reviews to continuously improve AI effectiveness.
• Serve as the subject matter expert for Agentforce and Data 360 capabilities within Customer Support.
• Partner with Support leaders and Customer Education teams to ensure knowledge governance supports effective AI performance and customer outcomes.
• Work closely with Salesforce IT teams responsible for core Salesforce configuration, customization, integrations, and technical enablement.
• Collaborate with Support leaders to align platform capabilities with business priorities.
• Communicate technical concepts and AI capabilities in business-relevant terms to stakeholders.
• Document platform standards, operational processes, governance practices, and optimization recommendations.

• Demonstrated experience owning and optimizing AI-powered business solutions in a production environment.
• Experience with Salesforce Agentforce and Data 360, including platform configuration, tuning, analytics, and performance management.
• Experience supporting AI-enabled customer service or operational workflows.
• Strong understanding of conversational AI, agentic AI systems, retrieval-augmented generation (RAG), knowledge-grounded AI experiences, and intelligent automation.
• Experience evaluating AI performance and driving continuous improvements through analytics and business insights.
• Experience defining and measuring success through operational KPIs such as containment,…