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Job Category
Customer Success
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
Role Overview
The AFLS Technical Architect (Product SME) brings deep product expertise in Agentforce Life Sciences for Customer Engagement (AFLS4CE). Reporting to the Account Activation & Remediation Lead, this architect leads the technical assessment of an account's product configuration, identifies root causes of product-related delivery failures, and drives hands-on remediation of configuration gaps, feature misuse, and OOTB capability gaps — with a primary lens on what the product can and should do in the context of the customer's use cases.
Key Responsibilities:
Technical Assessment & Advisory
Lead technical assessment of current product configuration against intended use cases; identify gaps between design and OOTB capabilities
Conduct critical use case technical feasibility assessments and establish architectural guardrails informed by AFLS4CE best practices
Advise on scope compression opportunities to align solutions with OOTB capabilities and reduce custom development risk
Surface product-specific blockers and provide technical status updates during daily Triage Standup meetings
Hands-On Technical Remediation
Perform hands-on technical stabilization and reconfiguration of AFLS4CE components
Conduct root cause analysis of product configuration failures and document findings
Provide OOTB configuration guidance to the SI partner and delivery team; coach on correct implementation patterns
Conduct code reviews on AFLS-specific customizations; identify and resolve deviations from product standards
Go-Live Validation & Documentation
Validate go-live acceptance criteria against AFLS product standards; resolve critical technical defects tied to product configuration prior to go-live
Document resolutions, configuration decisions, and known issues for handoff to BAU teams and the AFLS resource library
Validate performance and behavior of agentic capabilities embedded in CRM
Bench Activities
Support triage and scoping for incoming high-risk accounts, providing product scope complexity and configuration risk assessments to inform POD sizing
Support the Product Engagement Lead in maintaining the AFLS standard implementation blueprint, code packages, and quick-start configuration guides
Contribute to the AFLS product feedback register, documenting field-observed feature gaps, bugs, and mobile sync issues for Product Management
Support partner enablement sessions and certification curriculum as a product configuration expert
Participate in quarterly health assessment interviews to diagnose product configuration challenges and knowledge gaps
Qualifications:
Required
10+ years architecting or implementing enterprise Salesforce solutions, including hands-on configuration and code review experience
Deep product expertise in Agentforce Life Sciences for Customer Engagement (AFLS4CE) or equivalent Life Sciences/Health Cloud product suite
Strong root-cause analysis skills and experience stabilizing at-risk technical implementations
Salesforce Certified Administrator required
Preferred
Salesforce Certified Technical Architect (CTA) or Application Architect credential
Experience coaching SI partners on OOTB implementation…