AI Support Architect

What You Will Do

• Design the end-to-end architecture of AI agent experiences including internal AI agent solutions and Salesforce Agentforce deployments
• Define AI agent orchestration logic: resolution paths, escalation triggers, handoff protocols, and fallback behaviors
• Own agent behavior design, prompting strategies, guardrails, tone/persona configuration, and reasoning flows
• Collaborate with Knowledge Engineering Lead to ensure AI agents retrieve and apply knowledge correctly
• Work with AI Engineers to implement, test, and iterate on agent designs
• Partner with the Digital Support PM to ensure AI agent UX aligns with customer experience standards
• Establish governance standards for AI behavior: what agents can and cannot say, risk guardrails, and compliance requirements
• Define evaluation frameworks to test agent accuracy, resolution rates, and customer satisfaction
• Stay current with Agen...