Senior AI Solutions Program Lead

Brightree; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Brightree is seeking a Senior AI Solutions Engineer to drive automation and AI-powered capabilities across Customer Support. You will translate business needs into scalable AI solutions, optimize workflows, and deliver measurable impact.

You will partner with support management to identify opportunities, configure AI tools, monitor performance, and ensure reliability in production, while promoting self-service and data-driven decision making.

Qualifications

• Hands-on experience applying AI, automation, or advanced technologies in live operational environments.
• Experience with enterprise AI platforms and production monitoring.
• Experience operating within governance models, quality thresholds, and risk management.
• Salesforce Agentforce Certification.
• Strong understanding of system workflows, integrations, and data‑driven decision making.

Responsibilities

• Identify automation opportunities with support management and execute at scale.
• Configure, implement, and optimize AI‑driven capabilities across Customer Support.
• Support testing, validation, and iteration of AI solutions for production reliability.
• Act as a hands‑on SME to improve AI‑enabled support workflows.
• Monitor performance using analytics/QA tools and adjust based on results.

Skills

AI platforms

Salesforce Agentforce

Data360

Governance & risk management

Analytics & QA tools

Communication skills

Education

Bachelor’s degree in Computer Science, Engineering, Data, or related field

Tools

Salesforce Agentforce

Data360

Job description

Role Summary

Customer Support is evolving towards more scalable, intelligence-driven operation – reducing manual effort, improving customer self-service, and leveraging AI to deliver faster, more consistent outcomes.

The Senior AI Solutions Engineer is responsible for implementing, optimizing, and continuously improving AI-powered capabilities across Customer Support, ensuring the toolset delivers measurable impact.

This role will translate business needs into scalable AI solutions and enable the organization to work more efficiently, consistently and intelligently over time.

Responsibilities:

• Partner with support management to identify, prioritize, and execute automation opportunities
• Identify and recommend automation opportunities across the customer support lifecycle
• Configure, implement, and optimize AI-driven capabilities
• Support testing, validation, and iteration of AI solutions to ensure reliability and effectiveness in production
• Act as a hands‑on operational SME, focused on improving how AI is applied within day‑to‑day support workflows
• Recommend success metrics and continuously monitor performance of AI and optimize based on results
• Leverage all related data sources to:
• Translate insights into actionable changes and targeted adjustments, including workflow updates, model tuning, and automation enhancements
• Create repeatable frameworks for evaluating and scaling new AI use cases
• Translate operational needs into technical requirements and solutions
• Troubleshoot and resolve issues with AI tools, workflows, and integrations in sandbox and production environments
• Monitor and optimize AI agent performance using analytics and QA tools to ensure accuracy, efficiency, and continuous improvement.
• Partner with support management to execute against defined priorities and deliver solutions at scale
• Document configurations, processes, and operational best practices of AI solutions to support scalability and consistency
• Act as a hands‑on subject matter expert, driving continuous improvement in AI‑enabled support operations

Skills, Experience and Capabilities

• Demonstrated experience applying AI, automation, or advanced technologies in a live operational or business environment, including direct ownership of use cases such as:
• Hands‑on experience with enterprise AI platforms such as Salesforce Agentforce, Data360, including configuration, optimization, and performance monitoring in a production environment
• Experience operating AI solutions within defined governance models, including quality thresholds, risk management, and ongoing performance accountability
• Salesforce Agentforce Certification
• Strong understanding of system workflows, integrations, and data‑driven decision making
• Experience working across multiple platforms and understanding system interdependencies
• Familiarity with AI‑driven capabilities such as search, classification, summarization, or conversational systems
• Experience working within or supporting customer service or operations environments
• Strong understanding of support workflows, agent experience, and self‑service design principles
• Ability to identify opportunities to improve efficiency, scalability, and customer experience through automation
• Ability to analyze complex, ambiguous problems and develop scalable, effective solutions
• Experience monitoring performance metrics and evaluating outcomes to drive continuous improvement
• Strong critical thinking skills, including evaluating trade‑offs and adapting approaches based on results
• Ability to think across end‑to‑end workflows and understand how systems interact
• Experience optimizing processes and improving performance over time - not just initial implementation
• Experience identifying new opportunities for automation and operational efficiency
• Strong communication skills with the ability to translate technical concepts into business impact
• Ability to operate with autonomy in a fast‑paced, collaborative, customer‑focused environment
• Experience working in a remote environment
• Bachelor’s degree or equivalent experience in Computer Science, Engineering, Data, or a related field

Joining us is more than saying "yes" to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, We commit to respond to every applicant.