This role will support strategy, optimization, and ongoing management of AI driven customer service capabilities, with a primary focus on Agentforce and supporting AI tools within the contact center. The position will partner closely with Contact Center Operations, Digital Experience, Technology, and Salesforce partners to drive measurable efficiency, cost savings, and customer experience improvements.
Primary Duties:- Partner with operations manager on continuously reviewing Agentforce performance to identify efficiency gaps, friction points, and automation opportunities across top contact drivers such as order status (WISMO), returns, defective returns, and product information.
- Partner with Salesforce, system integrators, and internal technology teams to prioritize, design, and implement enhancements to Agentforce and supporting AI tools.
- Ensure AI solutions are properly integrated with knowledge bases, data sources, and Service Cloud workflows to improve response accuracy, deflection, and resolution speed.
- Support ongoing testing, tuning, and iteration cycles to improve AI outcomes.
- Continuously monitor AI agent behavior and outputs, performance metrics, and exception trends to identify issues, improvement opportunities, and automation gaps.
- Serve as the day-to-day specialist of the Agentforce platform for Contact Center Operations, including configuration oversight, release coordination, and change management.
- Partner with training and operations teams to ensure agents understand how to effectively work alongside AI tools and leverage AI-generated insights.
- Adhere to and maintain governance standards for AI usage, including guardrails, escalation paths to human agents, and quality controls.
- Coordinate AI rollouts across brands, regions, and channels to ensure consistent execution and scalable deployment.
- Partner with Operations manager to define, track, and review AI performance KPIs.
- Provide regular insights and recommendations to contact center managers, translating AI insights into actionable decisions.
- Performs duties consistent with the company's AAP/EEO goals and policies.
- Performs other duties as required/assigned by manager.
Knowledge, Skills and Abilities Required:- Bachelor's degree in computer science, Engineering, Data Science, or related field, or equivalent practical experience.
- 2+ years of experience in software engineering, data engineering, or applied AI/ML roles.
- Hands-on experience building or integrating AI-driven solutions, including:
- LLM-based applications
- AI agents or copilots
- API-driven AI services
- Strong understanding of AI governance concepts, including risk, privacy, security, and lifecycle management.
- Ability to interpret data in a customer centric manner.
- Strong critical thinking, problem solving and follow through skills.
- Maintain a positive and professional relationship with internal and external business partners.
- Strong verbal and written communication skills.
- Strong presentation skills.
Working Conditions:Normal office environment. Some travel may be required.
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The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.
