AI Solutions Lead - Healthcare CRM (Salesforce)

Core Responsibilities:

• Design and implement AI-powered workflows within Salesforce Health Cloud for case and service processes.
• Partner with Salesforce architects to deliver scalable solutions, including flows, automations, and adoption plans.
• Identify efficiency and experience improvements via AI-assisted case management and intelligent routing.

Platform Operations:

• Serve as the internal owner for AI and agent platforms post implementation, managing configuration and scaling.
• Define quality standards and human-in-the-loop review processes for AI outputs.
• Monitor platform usage and collaborate with data teams to integrate AI insights into reporting.

Business Outcomes & Governance:

• Prioritize AI use cases with clear metrics like cycle time, cost-to-serve, and customer satisfaction.
• Ensure solutions are production-ready with proper documentation, training, and support paths.
• Establish governance guardrails for sensitive data handling and coordinate with IT/Security/Compliance.

Skills & Environment:

• Requires practical experience operationalizing AI and strong Salesforce expertise in a remote setting.
• Preferred background in healthcare or regulated industries with skills in Azure, AWS, Python, and SQL.