Salesforce AI & Service Solutions Lead

This is a fully remote position, open to applicants in Alabama, +30 more locations.

📋 Description

• Take full responsibility for the design and execution of the Agentforce solution.

• Architect, develop, and implement tailored Agentforce solutions, which include Omni-Channel Service Agents, Sales SDR/Lead Nurturing Agents, and internal Employee Agents.

• Set up and enhance Omni-Channel escalation subagents and outbound processes.

• Facilitate a smooth transition from AI agents to human representatives.

• Collect operational requirements from Sales, Service, Finance, and Operations teams.

• Prepare formal technical presentations and architectural blueprints for developers and administrators.

• Write, test, and deploy production-level Apex triggers, invocable methods, and asynchronous routines.

• Implement Data 360 (Data Cloud) models to support prompt grounding, interaction session tracing, and reporting.

• Provide structured technical handoff packages.

• Uphold version control standards and ensure code quality through GitHub pull requests.

• Monitor Credit Consumption metrics.

• Create Data 360 dashboards to showcase AI business value and return on investment (ROI).

• Report to the Director of Revenue Operations Excellence.

• Assist Custom Ink in its operational AI transformation by integrating AI capabilities with human expertise across Sales, Service, and internal teams.

⛳️ Requirements

• Over 5 years of technical experience with Salesforce, covering both development and administration.

• Extensive knowledge of Apex, including triggers, invocable methods, asynchronous Apex, and test classes.

• Advanced expertise in Flow Builder.

• Proven history of delivering AI agents from concept to implementation in a live production setting.

• Practical experience in creating or deploying Agentforce agents, such as Service Agent, Employee Agent, or Sales/Lead Nurturing Agent.

• Direct experience configuring Omni-Channel routing, escalation flows, and workflows for agent-to-human handoffs.

• Familiarity with Data 360 (Data Cloud) for grounding, context ingestion, and session tracing.

• Hands-on experience with Credit Consumption monitoring and Data 360 reporting frameworks.

• A record of successfully managing complex technical projects through written technical presentations, architectural specifications, and stakeholder engagement.

• Strong coding skills in Apex, along with capabilities in Flow and AI configuration.

• Experience in gathering cross-functional requirements and resolving conflicting business priorities.

• Experience in deploying live AI tools to production, with an understanding of session tracing and credit consumption, and establishing fallback mechanisms for human teams.

• Ability to produce clear, organized technical design documents.

• Experience in maintaining deployment standards and continuous handoff packages using GitHub Pull Requests.

• Preferred: Salesforce Certified Agentforce Specialist.

• Preferred: Salesforce Certified Platform Developer II.

• Must reside in a state where Custom Ink is authorized to operate as an employer.

🏝️ Benefits

• Generous paid time off policies and significant paid holidays.

• Medical, dental, and vision insurance through PPO or HDHP plans.

• Virtual medical consultations available via MDLIVE.

• Mental health services offered through preferred partners.

• Up to 14 weeks of fully paid parental leave for birthing parents.

• 8 weeks of fully paid parental leave for non-birthing parents.

• Adoption assistance available.

• Pet insurance offered.

• Caregiver leave provided.

• Fertility benefits included.

• 401(k) plan with company matching contributions.

• Employer HSA contributions for eligible plans.

• Life and AD&D insurance coverage.

• Flexible spending account options available.

• Financial wellness resources provided.

• Access to training programs.

• Opportunities for certifications.

• Tuition assistance available.

• Remote, home-based work arrangement offered.

• Minimal travel required, with occasional trips for key meetings, collaborative efforts, or area-connected events.