AI Solutions Lead - Healthcare CRM (Salesforce)

Job Description

Job Description

The AI Solutions Lead is a senior individual contributor responsible for owning and scaling applied AI capabilities across our CRM ecosystem (Salesforce) and operationalizing existing AI platforms after implementation. This role sits at the edge of "platform ownership" and "growth"—ideal for someone who can both run what already exists and expand it into new, high-impact use cases.

The work centers on two major areas:

1. CRM enablement (Salesforce Health Cloud, AI-assisted workflows, agent and automation capabilities)
2. Taking over and operating existing AI platforms (post-go-live ownership, tuning, evaluation, adoption, and governance)

Core Duties/Responsibilities:

Lead AI enablement across CRM & digital channels

• Design and implement AI-powered workflows within Salesforce (e.g., Health Cloud case processes, service workflows, knowledge and guided support experiences)
• Partner with Salesforce architects/admins to deliver scalable solutions (flows, automations, data model alignment, adoption plans)
• Identify opportunities to improve efficiency, quality, and customer/agent experience via AI-assisted case management and intelligent routing

Own AI & agent platform operations (post-implementation ownership)

• Serve as the internal owner for AI and agent platforms post implementation
• Manage ongoing configuration, tuning, and scaling of AI agents and workflows
• Define standards for quality, evaluation, and human-in-the-loop review of AI outputs
• Monitor platform usage to identify gaps, drift, or new use case opportunities
• Collaborate with data and analytics teams to integrate AI insights into reporting and dashboards

Translate AI capability into measurable business outcomes

• Identify, size, and prioritize AI use cases with clear success metrics (cycle time, cost-to-serve, quality, CSAT, throughput)
• Ensure solutions are production-ready (documentation, training, monitoring, support paths)
• Drive adoption by creating repeatable patterns (prompt libraries, reusable workflows, playbooks)

Ensure responsible and governed AI use

• Maintain visibility into AI use cases across the organization and coordinate with IT/Security/Compliance
• Establish guardrails for sensitive data handling and appropriate human review/escalation
• Support ongoing model/tool evaluation to ensure outputs remain accurate, safe, and useful

Skills & Requirements:

Required

• Demonstrated ability to operationalize AI in real workflows (beyond experimentation): requirements → build/configure → launch → measure → iterate
• Practical understanding of LLMs and AI limitations (prompting, evaluation, failure modes, and human-in-the-loop design)
• Ability to communicate clearly with both technical and non-technical stakeholders; strong documentation habits
• High ownership mindset and ability to self-manage delivery in a remote environment

Preferred

• Experience in healthcare-adjacent environments or similarly regulated such as Finance, DOD, or Law
• Familiarity with AI evaluation approaches, QA frameworks, and monitoring for drift/quality
• Experience integrating AI outputs into analytics/reporting ecosystems (dashboards, operational reporting)
• Strong Salesforce experience (admin/consultant/solution delivery background) and comfort partnering with Salesforce technical teams
• Experience inheriting/operating platforms post-implementation and improving maturity over time
• Strong Azure, AWS, Python and SQL experience

Education, Certifications and Experience:

• Bachelor's or Master's Degree in Computer Science, Data Science, Machine Learning, Information Systems, or equivalent combination of education and experience.
• 3+ years of relevant professional experience; applied AI experience may be lighter for the right candidate if Salesforce and enterprise delivery experience are strong

Preferred

• Salesforce Administrator and/or Salesforce Platform App Builder (or equivalent hands-on expertise)
• AI/automation certifications or training a plus

Physical Requirements:

• As a remote-forward organization, this position operates in a virtual professional office environment and teleworking from the employee's home address listed in their employment file.
• Prolonged periods of sitting at a desk and working on a computer
• Keyboarding
• Speaking
• Must be able to lift up to 15 pounds at times
• Flexibility of working hours to support activities across EST to PST zones
• Minimal travel possible

Our PRO-spectus Culture Philosophy

At PRO-spectus we have created a culture that is supportive, dedicated, and teamwork driven. We celebrate each other's joys in personal life and professional accomplishments, promoting meaningful relationships and friendships.

Our employees bring strength of mind and spirit to make the extraordinary happen every day. With humility and compassion at our core, PRO-spectus is proud of our relentless focus towards the higher purpose of improving the lives of patients we support.

We recognize it takes a lot of people working together with a common goal to make spectacular happen, and we never forget that at the heart of our company are the people who make it work.

PRO-spectus is an Equal Opportunity / Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, protected veteran status, marital status or other protected status under federal, state or local laws.1

At PRO-spectus, we are deeply committed to pay transparency and equity. The annual range for this position is $145,000 - $175,000, based on experience and qualifications, with the final offer reflecting skills and other job-related factors. Beyond competitive pay, we offer a comprehensive and generous benefits package designed to support your well-being and work-life balance.

Our benefits include robust medical, dental, and vision plans; life insurance and disability coverage; and tax-advantaged savings accounts. We also provide an Employee Assistance Program, home office benefits, and unique perks like an Employee Ownership Program. With paid time off, holidays, bereavement leave, and a 401(k)-retirement plan with employer matching, PRO-spectus prioritizes your financial and personal security. Plus, you may be eligible for a performance-based bonus opportunity.

Join PRO-spectus, where your career growth, well-being, and contributions truly matter!