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The CRM AI Analyst designs and delivers AI‑powered assistants that enhance everyday CRM workflows in a safe, compliant way. This role focuses on building and optimizing Agentforce assistants, prompts, and actions to support real‑world use cases such as call documentation, pre‑call insights, and automated content drafting. Partnering closely with business users, CRM, and Data Cloud teams, this role should ensure AI responses are accurate, compliant, and powered by trusted data. The position also drives testing, adoption, training, and continuous improvement, while monitoring usage and working with Salesforce and system integrators to introduce new AI capabilities as they evolve.
Job Responsibility:
Design, build, and maintain Agentforce AI assistants to support CRM use cases (e.g., Compliant call note entry, pre-call summaries, auto call logging, suggested/automated RTE drafting)
Develop and optimize AI prompts aligned with business workflows, compliance rules, and data availability
Configure Agentforce actions, guardrails, and response logic to ensure safe and compliant AI outputs
Partner with business teams to translate real-world user needs into conversational AI use cases
Collaborate with Data Cloud and CRM teams to ensure AI assistants leverage trusted, governed data
Test, validate, and continuously refine AI responses based on user feedback and performance metrics
Ensure AI assistants comply with all internal pharmaceutical compliance standards, medical/legal requirements, and data privacy regulations
Support rollout, training, and change management for AI-enabled CRM features
Monitor adoption and usage of Agentforce capabilities and recommend enhancements
Partner with Salesforce and System Integrators to enable new AI use cases as they become available
Requirements:
3-5+ years of experience in AI/ML development or conversational AI, preferably within Salesforce ecosystem
Strong understanding of prompt design, conversational flows, and AI guardrails
Ability to work closely with business users and translate needs into AI-enabled solutions
Experience in regulated industries preferred (pharma/life sciences)
Strong communication and documentation skills
Salesforce certifications and Agentforce experience are a plus (Salesforce Certified Platform Administrator, Salesforce Certified Platform App Builder, Salesforce certified business Analyst, Salesforce Certified AI Specialist)
Nice to have:
Salesforce certifications and Agentforce experience are a plus (Salesforce Certified Platform Administrator, Salesforce Certified Platform App Builder, Salesforce certified business Analyst, Salesforce Certified AI Specialist)
Experience in regulated industries preferred (pharma/life sciences)