Director, AI & Tooling

Salesforce
Bellevue, Chicago, Boston, Dallas, Irvine, Atlanta, Indianapolis, Austin
Workplace: OnsiteFull timeUSD 164,000 - 304,700 annuallyFunction: Data Science & Machine LearningSkills: ["Leadership","Stakeholder communication","Cross-functional collaboration"]

Lead the Help Agent AI & Tooling team responsible for generative AI evaluation, observability, and tooling that powers Salesforce’s customer-facing Agentforce deployment. Drive the roadmap for retrieval architecture, LLM configuration, prompt/planner optimization, and agent readiness scoring. Own end-to-end evaluation tooling (Testing Center, ATA, and frameworks), define quality metrics, and build a production-grade monitoring platform for reliable, continuously improving agent performance and measurable business impact.

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FursaFursa
Salesforce
Salesforce
19 hours ago

Director, AI & Tooling

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Lead the Help Agent AI & Tooling team responsible for generative AI evaluation, observability, and tooling that powers Salesforce’s customer-facing Agentforce deployment. Drive the roadmap for retrieval architecture, LLM configuration, prompt/planner optimization, and agent readiness scoring. Own end-to-end evaluation tooling (Testing Center, ATA, and frameworks), define quality metrics, and build a production-grade monitoring platform for reliable, continuously improving agent performance and measurable business impact.
Location: Bellevue, Chicago, Boston, Dallas, Irvine, Atlanta, Indianapolis, Austin
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Director level

Key Responsibilities

  • •Serve as AI & Tooling team lead within Digital Success Data & AI, setting mission, operating model, and priorities.
  • •Steward Salesforce’s own Customer Zero use of Agentforce by surfacing product gaps and influencing the Help Agent roadmap.
  • •Monitor and manage Help Agent production health across latency, engagement, escalation, resolution rate, and quality scores; coordinate remediation as needed.
  • •Lead cross-functional collaboration with technology teams to align on evaluations, retrieval strategies, and tooling development.
  • •Define and mature AI evaluations and observability roadmaps, moving from manual processes to scalable, centralized production-grade solutions.

Pay and Benefits

Salary: USD 164,000 - 304,700 annually
Perks:MedicalDentalVision401kPaid Parental

Key Requirements

  • •Drive the strategic roadmap for generative AI capabilities within the Help Agent, including retrieval architecture, LLM configurations, and prompt/planner optimization.
  • •Own end-to-end evaluations tooling strategy, including performance testing frameworks and answer quality metrics (completeness, correctness, relevance, faithfulness, clarity, latency).
  • •Lead the observability program for Help Agent performance monitoring, session tracing, error analysis, failure clustering, and business impact measurement.
  • •Oversee NNAOV program management by coordinating pipeline generation through the Help Agent and reporting business outcomes.
  • •Lead development and delivery of AI skills/applications (e.g., Slackbot, Claude Code) to support evaluation, insights, and opportunity sourcing.
Skills:LeadershipStakeholder communicationCross-functional collaboration
Tech Stack:AgentforceHelp AgentGenerative AILLM configurationsRetrieval architectureEnsemble RetrieverPrompt optimizationPlanner optimizationObservabilityReal-time performance monitoringSession tracingError analysisFailure clusteringLatency metricsSlackbotClaude CodeTesting CenterAgentforce Testing Agents (ATA)

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
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