Enterprise AI Solution Architect – Contact Center

salesforce.com, inc.; Michigan; On-site; USD 123,000 - 227,000; Full time

Job summary

Salesforce Professional Services seeks a Sr. Solution Architect for the PACE strategy, focusing on Agentforce Contact Center. You will act as a trusted advisor and platform expert for large enterprise clients, leading multiple workstreams and delivering end-to-end solutions.

You will co-create the vision with the customer, own execution, and drive risk mitigation, while communicating effectively with executives and stakeholders across the organization. Travel up to 50% is required.

Qualifications

• Experience with Agentforce Contact Center configuration and customization.
• Experience in AI toolchains (eg. Claude, Cursor, Elements Cloud).
• Experience defining system architecture landscape and delivering a comprehensive solution.
• Experience leading discovery sessions, defining business requirements, writing user stories.
• Experience documenting business processes and system designs using diagrams.
• Strong presentation skills and ability to communicate with diverse stakeholders.
• Detail-oriented with ability to learn new concepts quickly.
• Strong written and verbal communication skills.
• Team player with large-scale enterprise implementation experience.
• Travel up to 50%.

Responsibilities

• Serve as a strategic advisor for PACE industry clients and Agentforce Contact Center.
• Guide customers in deploying emerging technologies to drive business value.
• Guide agents to support delivery outcomes and success metrics.
• Collaborate across teams with strong communication across client levels.
• Identify and manage risk areas and push for issue resolution.
• Negotiate solutions with customers and third-party partners.
• Review project direction and artifacts to keep programs on track.
• Articulate program strategies and enable technologies including Salesforce platform.

Skills

Agentforce CC

AI toolchains

System architecture

Discovery sessions

Requirements gathering

Communication

Stakeholder mgmt

C-suite interaction

Delivery leadership

Risk management

Education

Bachelor's degree or higher in Technology/Engineering

Job description

Salesforce Professional Services seeks a Sr. Solution Architect for the PACE strategy, focusing on Agentforce Contact Center. You will act as a trusted advisor and platform expert for large enterprise clients, leading multiple workstreams and delivering end-to-end solutions.

You will co-create the vision with the customer, own execution, and drive risk mitigation, while communicating effectively with executives and stakeholders across the organization. Travel up to 50% is required.