Salesforce AI & Service Solutions Lead

We’re a team of creative individuals who empower our customers to create the perfect custom apparel for their groups through an innovative and easy-to-use website and at multiple store locations throughout the country. We are also committed to community, empathy, diversity, and equity. Headquartered in Fairfax, Virginia with offices in Dallas, Texas; and Prague, Czech Republic, with 500+ team members across the world. We have both location-focused and work-from-home jobs. Remote This is a remote position; Reports to: Director of Revenue Operations Excellence Travel Expectations: Minimal travel; This is a primarily sedentary, home-based role that requires the ability to remain in a stationary position for extended periods while working at a computer. The role involves regular use of standard office equipment, such as a computer, keyboard, mouse, and telephone. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Application Period Disclosure: We are accepting applications for this role on a rolling basis and will continue to do so until the position is filled. We encourage interested candidates to apply as soon as possible for full consideration. We are seeking a senior Salesforce technical expert and AI builder to own end-to-end solution design and execution for our Agentforce ecosystem. 5+ years of Salesforce technical experience spanning development and administration, with deep expertise in Apex (triggers, invocable methods, async Apex, test classes) and advanced Flow Builder.

• Production AI Agent experience: Proven track record shipping AI agents from design to build in a live production environment.
• Applied experience building or deploying Agentforce agents (Service Agent, Employee Agent, or Sales/Lead Nurturing Agent).
• Service Cloud & Omni-Channel expertise: Data Cloud / Data 360: Experience leveraging Data 360 (Data Cloud) for grounding, context ingestion, and session tracing.
• Commercial & Data Metrics: Practical exposure to Credit Consumption monitoring and Data 360 reporting architectures.
• Track record of driving complex technical work through clear written technical pitches, architecture specs, and collaborative stakeholder management.

Salesforce Certified Agentforce Specialist Salesforce Certified Platform Developer II This is an engineering and solution design role requiring strong Apex coding capabilities alongside Flow and AI configuration. Success requires regularly pitching solution designs, gathering cross-functional requirements from Sales, Service, Finance, and Operations leaders, and navigating conflicting business priorities. An AI theorist: We need someone who has shipped live AI tools to production, understands session tracing and credit consumption, and builds reliable fallback mechanisms for human teams. You will be expected to deliver clear, structured technical design docs and maintain strict deployment standards, including continuous handoff packages with GitHub Pull Requests. Architect, build, and deploy custom Agentforce solutions, including Omni-Channel Service Agents, Sales SDR/Lead Nurturing Agents, and internal Employee Agents. Design AI Escalation Paths: Configure and optimize Omni-Channel escalation subagents and outbound flows to seamlessly transition interactions from AI agents to human representatives. Translate Strategy to Technical Specs: Gather operational requirements across Sales, Service, Finance, and Operations to write formal technical pitches and architecture blueprints for developers and administrators. Data Cloud & Session Management: Implement Data 360 (Data Cloud) models for prompt grounding, interaction session tracing, and reporting. Maintain Deployment & Handoff Standards: Deliver structured technical handoff packages, maintaining version control discipline and code quality through GitHub PRs. Monitor AI Efficiency & Usage: Track Credit Consumption metrics and build Data 360 dashboards to demonstrate the tangible business value and ROI of AI initiatives. AI Agent Adoption & Value: Production uptime, resolution rates, and demonstrated ROI across Agentforce initiatives. Code & Delivery Quality: High test coverage, clean code reviews, and structured GitHub PR completion for all deliverables. Accurate monitoring and efficient optimization of Salesforce Credit Consumption. Timely delivery of standardized technical pitches that align conflicting cross-functional requirements into achievable release milestones. As our Salesforce AI & Service Solutions Lead, you will sit at the forefront of Custom Ink’s operational AI transformation. By designing and deploying intelligent Agentforce agents, you will streamline how our Sales, Service, and internal teams interact with technology. Your work directly bridges cutting-edge AI capability with human expertise—ensuring our customers receive instant, intelligent support while empowering our team members with automated tools to operate faster and smarter. Placement within the range is determined by a variety of factors, including but not limited to: knowledge, skills, years & depth of experience, and equity with internal team members. Generous Paid Time Off: Recharge with flexible paid time off policies and major paid holidays. Comprehensive Health Coverage: Complete Medical, Dental, and Vision coverage at a low cost through a PPO or HDHP plan to support your and your family’s well-being. Employee Wellness: Access to virtual medical consultations through MDLIVE, and mental health services through some of our preferred partners. Financial Wellness: Build for the future with our 401(k) plan featuring company matching, employer HSA contributions for eligible plans, Life & AD&D insurance, flexible spending account options, and resources to help you manage life’s financial moments. Professional Development: Grow your career with access to training programs, certifications, and tuition assistance. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law. Custom Ink's Core Values - Golden Rule, Ownership, and Innovation - are the foundation of who we are. Such a determination is made by Custom Ink on a case-by-case basis and will be made in accordance with applicable local, state, and federal law. We’re excited for your upcoming interview and want to share CustomInk’s policy on using artificial intelligence (AI) tools during the process. You may use AI tools (e.g., However, AI tools may not be used during live interviews to generate, draft, suggest, or influence your responses. If you require assistive technology as a disability accommodation, please notify View email address on click.appcast.io obtener más información sobre E-Verify, visite dhs.