Solutions Architect, ITSM

g and deploying production-ready AI agents and workflows that span the entire AI stack, from model tuning and retrieval pipelines to front-end user experience.

You'll design intuitive agentic user experiences and low-latency conversational flows that power critical automations across ITSM, HR/HCM, and our core agentic AI platform.

What You'll Do:

• Develop End-to-End AI Solutions: Design, develop, and deploy production-ready AI agents and workflows, covering the full stack from backend AI services to front-end user interfaces.
• Craft Agentic User Experiences: Create intuitive and efficient agentic user experiences and low-latency conversational flows for ITSM, HR/HCM automations, and our core AI platform.
• Build Reusable Components: Implement reusable components and workflow customizations within our Agent Toolkit, empowering both developers and citizen builders to rapidly create new agents.
• Ensure Scalability & Security: Partner with solution architects to translate complex customer requirements into scalable, secure, and compliant AI deployments.
• Optimize Performance: Drive optimization of inference efficiency, data integrations, and monitoring to ensure enterprise-grade performance and reliability of our AI systems.
• Champion AI Best Practices: Contribute to and advocate for best practices in prompt engineering, evaluation, and safety. You'll also author internal guides and mentor peers to elevate our overall engineering velocity.

What You'll Bring:

• Proven experience as an AI or Machine Learning Engineer, with a strong focus on full-stack development.
• Expertise in model tuning, retrieval pipelines, and building robust AI agent systems.
• Proficiency in designing and implementing intuitive user experiences for AI-driven applications.
• Strong understanding of ITSM, HR/HCM automation, and agentic AI platforms.
• Experience with workflow customization and developing reusable components.
• Ability to translate customer requirements into technical specifications and scalable architectures.
• Knowledge of inference optimization, data integration, and monitoring for AI systems.
• Familiarity with prompt engineering, AI evaluation, and safety best practices.
• Excellent communication skills with a passion for mentoring and collaborating with engineering teams.

Accommodations

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Posting Statement

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For California-based roles, the base salary hiring range for this position is $172,000 to $236,500.