Platform Engineer - AI Automation

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

• Maintain audit trails, control documentation, and platform administration records.

• Participate in risk assessments, access reviews, and configuration control reviews.

Monitoring & Operational Support

• Monitor platform usage, license consumption, configuration health, and adoption metrics.

• Troubleshoot administrative, access, permission, and configuration issues.

• Manage queues, routing rules, permission sets, and declarative automation settings.

• Coordinate with Platform Engineers on technical escalations and integration-related issues.

• Maintain operational runbooks, knowledge articles, and administrative support documentation.

AI COE Enablement & Cross-Functional Collaboration

• Support AI governance activities, release planning, and deployment readiness reviews.

• Assist with AI pilot execution and customer rollout programs.

• Contribute to AI operational standards, documentation, and training materials.

• Partner with Customer Success, Product, Security, and TechOps teams to support approved AI use cases.

Qualifications

Required Experience

• 3+ years of Salesforce administration experience.

• Salesforce Administrator Certification.

• Experience managing Salesforce security models, profiles, permission sets, sharing rules, and user lifecycle processes.

• Experience supporting enterprise Salesforce deployments and release management activities.

• Familiarity with Salesforce Flows, declarative automation, and change sets or equivalent deployment processes.

• Strong documentation, governance, troubleshooting, and operational support skills.

Preferred Experience

• Salesforce Advanced Administrator Certification.

• Salesforce AI Associate Certification or equivalent AI platform exposure.

• Experience with Salesforce AgentForce, Data Cloud, Einstein, or related AI capabilities.

• Experience in SaaS, Customer Success, Support, Services, or Operations organizations.

• Knowledge of governance, compliance, and platform control frameworks.

• Experience working with offshore or global teams.

Success Measures

• Standardized administration and governance processes established for AgentForce.

• Secure and compliant AI platform operations maintained.

• Repeatable administrative procedures enabling faster AI capability deployment.

• High quality access management, documentation, release readiness, and operational support.

• Successful rollout support for Customer Success AI initiatives, including customer-facing agents, knowledge solutions, and Proactively identify risks, bottlenecks, and performance opportunities.

• Participate in incident response and root cause analysis activities when required.

AI Enablement & Innovation

• Support implementation of strategic AI use cases including AI Case Summaries, customer-facing AI agents, knowledge

management solutions, Customer 360 initiatives, and workflow automation solutions.

• Work closely with Customer Success and AI COE leadership to move approved use cases into production.

• Recommend improvements to platform architecture, deployment processes, monitoring, and automation capabilities.

Cross-Functional Collaboration

• Partner with Customer Success, Support, Services, Product, Security, and TechOps teams.

• Participate in governance reviews, architecture discussions, and implementation planning.

• Translate business requirements into scalable technical solutions.

• Provide technical guidance and support during pilot and production deployments.

• Contribute to platform documentation, knowledge sharing, and operational best practices.

Qualifications

Required Experience

• 3-5+ years of experience in Salesforce platform engineering, architecture, or technical administration.

• Experience deploying and supporting enterprise SaaS platforms.

• Experience working with APIs, integrations, authentication, and system connectivity.

• Experience supporting release management and environment promotion processes.

• Strong troubleshooting and problem-solving skills.

Preferred Experience

• Salesforce Platform certifications.

• Experience with AgentForce, Data Cloud, Copilot, Einstein AI, or related AI technologies.

• Experience with enterprise monitoring and observability platforms.

• Exposure to knowledge management, conversational AI, or customer-service technologies.

• Experience supporting scalable deployment frameworks and automation solutions.

Success Measures

• AI platform availability and reliability.

• Deployment success rate and deployment speed.

• Time required to move approved AI solutions into production.

• Reduction in deployment-related incidents and support escalations.

• Adoption and operational readiness of AI solutions.

• Quality of technical documentation and deployment standards.

• Contribution to strategic AI outcomes, including case deflection, case summary automation, and platform scalabilit

automation capabilities.

• Clear administrative ownership of Salesforce AI operations and platform governance.

Join the A-Team and experience the A-Life!