ResMed

AI Business Solutions Architect, Customer Support

Reposted 25 Days Ago

Be an Early Applicant

Hiring Remotely in Office, Machaze, Manica, MOZ

Remote

Senior level

Healthtech

The Role

Design, implement, and optimize AI-driven customer support solutions (conversational agents, routing, classification, summarization). Partner with support leadership to identify automation opportunities, deploy and monitor production AI, integrate across CRM and knowledge systems, measure KPIs, troubleshoot issues, and create repeatable frameworks and documentation to scale AI-enabled support operations.

Summary Generated by Built In

Customer Support is evolving toward a more scalable, intelligence-driven operating model that reduces manual effort, improves customer self-service, and leverages AI to deliver faster, more consistent outcomes.

The AI Business Solutions Architect, Customer Support is responsible for the ongoing optimization, tuning, monitoring and business administration of Salesforce Agentforce and Data 360 capabilities within Customer Support. This role serves as the bridge between business operations, AI-enabled support experiences, customer education, and Salesforce technology teams.

The successful candidate will focus on platform configuration, day-to-day tuning, performance analysis, and continuous optimization of AI-powered customer support experiences. They will partner closely with Support Operations, Customer Education, and Salesforce IT teams to ensure Agentforce solutions drive measurable business outcomes while maintaining governance, quality, and scalability.

This is a highly collaborative, business-focused AI role that combines customer support expertise, data-driven decision making, and Salesforce Agentforce platform management.

Responsibilities:

Perform the day-to-day administration, configuration, and optimization of Salesforce Agentforce and Data 360 capabilities.
Analyze AI agent performance and identify opportunities to improve customer experience, operational efficiency, and business outcomes.
Continuously tune AI-powered support experiences, including conversational flows, retrieval strategies, recommendations, and automated customer interactions.
Monitor platform performance, quality metrics, and user adoption to drive ongoing improvements.
Recommend enhancements based on operational data, customer feedback, and support team insights.
Establish repeatable frameworks for evaluating, prioritizing, and scaling new Agentforce use cases.
Translate customer support and service operations requirements into scalable Agentforce solutions and business processes.
Partner with Support Leadership to identify opportunities for increased automation, self-service adoption, and operational efficiency.
Evaluate end-to-end customer journeys and recommend AI-enabled improvements across support channels.
Support expansion of Agentforce capabilities across multiple customer engagement channels, including chat, email, voice, and future channels.
Recommend success metrics and business KPIs for AI-enabled support experiences.
Provide strategic recommendations regarding AI capabilities, workflow optimization, and platform enhancements.
Leverage Data 360 and related data sources to:
- Analyze customer behavior and engagement patterns.
- Track customer support journeys across channels and touchpoints.
- Identify trends, gaps, and optimization opportunities.
- Measure business impact of AI-enabled support experiences.
Evaluate adoption, containment, agent productivity, customer satisfaction, and operational efficiency metrics.
Translate insights into actionable tuning recommendations and process improvements.
Conduct root cause analysis and performance reviews to continuously improve AI effectiveness.
Serve as the subject matter expert for Agentforce and Data 360 capabilities within Customer Support.
Partner with Support leaders and Customer Education teams to ensure knowledge governance supports effective AI performance and customer outcomes.
Work closely with Salesforce IT teams responsible for core Salesforce configuration, customization, integrations, and technical enablement.
Collaborate with Support leaders to align platform capabilities with business priorities.
Communicate technical concepts and AI capabilities in business-relevant terms to stakeholders.
Document platform standards, operational processes, governance practices, and optimization recommendations.

Skills, Experience and Capabilities

Demonstrated experience owning and optimizing AI-powered business solutions in a production environment.
Experience with Salesforce Agentforce and Data 360, including platform configuration, tuning, analytics, and performance management.
Experience supporting AI-enabled customer service or operational workflows.
Strong understanding of conversational AI, agentic AI systems, retrieval-augmented generation (RAG), knowledge-grounded AI experiences, and intelligent automation.
Experience evaluating AI performance and driving continuous improvements through analytics and business insights.
Experience defining and measuring success through operational KPIs such as containment, self-service adoption, customer satisfaction, productivity, and efficiency.
Strong understanding of customer support operations, service design, and self-service strategies.
Experience working across multiple systems and understanding platform interdependencies.
Proven ability to identify optimization opportunities and improve outcomes over time.
Experience translating business needs into scalable platform capabilities and operational processes.
Strong analytical, problem-solving, and critical-thinking skills.
Excellent communication skills with the ability to translate technical concepts into business value.
Ability to work autonomously in a fast-paced, collaborative environment.
Salesforce Certification(s), including Agentforce-related credentials.
Experience with Agentic AI architectures and Retrieval-Augmented Generation (RAG) concepts.
Experience with enterprise CRM, customer support, customer success, or service operations environments.
Familiarity with knowledge management, content governance, and AI knowledge optimization practices.
Experience expanding AI-powered customer experiences across multiple support channels such as chat, email, and voice.
Experience supporting distributed or remote teams.
Bachelor's degree or equivalent experience in Business, Information Systems, Computer Science, Engineering, Data Analytics, 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, apply now! We commit to respond to every applicant.

Skills Required

Salesforce Agentforce Certification
Hands-on experience applying AI or automation in live operational/business environments (production use cases)
Hands-on experience with enterprise AI platforms such as Salesforce Agentforce and Data360 including configuration, optimization, and performance monitoring
Experience deploying or optimizing conversational AI (virtual agents, copilots, guided interactions) in production
Experience integrating AI solutions across platforms (CRM, knowledge, community, data layers)
Experience operating AI solutions within governance models, including quality thresholds and risk management
Proven ability to measure impact via KPIs (deflection, handle time, agent productivity) and iterate based on results
Strong understanding of system workflows, integrations, and data-driven decision making
Experience working within or supporting customer service or operations environments
Experience monitoring performance metrics and using analytics and QA tools to optimize AI agents
Bachelor's degree or equivalent experience in Computer Science, Engineering, Data, or related field
Strong communication skills and ability to translate technical concepts into business impact
Experience working in a remote environment

ResMed Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ResMed and has not been reviewed or approved by ResMed.

Strong & Reliable Incentives — Bonuses are considered a meaningful component of total compensation and are paid regularly. Annual payouts and performance incentives are frequently highlighted alongside base pay.
Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, and vision plans that are viewed favorably. Wellbeing resources and flexibility around care reinforce the overall strength of the offering.
Equity Value & Accessibility — An employee stock purchase plan is broadly available and regarded as a valuable ownership benefit. Equity elements are positioned as accessible parts of total rewards across many roles.