Principal Technical Architect - Digital Success (DS)

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

We're looking for a Principal Technical Architect to join our Digital Success (DS) Leadership team and help lead the next chapter of agent-first, AI-powered service experiences. In this strategic IC role, you'll partner with teams to help define the technical vision and architecture for how internal and external AI agents (Agentforce) are designed, governed, and scaled across Customer Success.

Your work will help shape employee-facing agents that streamline work for support engineers, CSMs, and renewals managers, as well as customer-facing agents like Help Agent, which deliver intelligent self-service at scale. You'll partner across Product, IT, and Engineering to design scalable, secure, and high-impact solutions that are aligned with our broader Agentforce roadmap.

This is a high-impact leadership role for someone who brings deep technical expertise, a strong point of view on AI architecture and governance, and the ability to drive cross-functional alignment and execution. Success in this role requires someone who partners incredibly well across teams, building trust and collaboration to deliver transformative outcomes. If you're excited to set the standard for AI in service and shape the future of work at Salesforce, this role is for you.

• Architect the Future: Help define the end-to-end architecture for AI-powered workflows and internal agent solutions using Salesforce (Service Cloud, Data Cloud, and Agentforce) as the foundation.

• Partner Across Salesforce: Collaborate with teams across Customer Success, Product, DET (IT), and Engineering to define the architecture for our Agentforce deployments-including Agent-to-Agent transfer, single-agent multi-surface experiences, and in-product support. Additionally, collaborate with broader Salesforce teams to represent our architectural design and provide feedback to Product teams.

• Accelerate Productivity: Design scalable architectures and best practices that embed autonomous agents into the daily workflows of Support Engineers, CSMs, and Renewals Managers-boosting efficiency, accuracy, and speed.

• AI, Meet Operations: Architect solutions that apply generative AI and intelligent automation to real-world operational workflows, such as auto-summarizing support cases, recommending next best actions, and resolving routine tasks without human intervention. Bring the technical vision and system design expertise to make AI practical, scalable, and impactful across Customer Success.

• Make Data Actionable: Partner with Customer Success and IT to design how agents connect to Data Cloud-ensuring solutions are scalable, efficient, and deliver high-quality customer experiences. While not accountable for data strategy, you'll ensure our data, knowledge, and content are structured in ways that make them "agent-ready" for intelligent automation.

• Drive Governance: Provide technical leadership within the Customer Success AI Governance Council to ensure teams execute consistently against the Agentforce strategy. Define and enforce best practices for AI safety, data privacy, observability, and performance monitoring-ensuring alignment across implementations. While not responsible for authoring exception messages or error logic, you'll guide governance processes, including AI Council submissions, to maintain quality and accountability at scale.

• Inspire & Enable: Serve as a technical thought leader on the DS leadership team-educating stakeholders, enabling internal builders, and championing what's possible with AI agents. Set the standard for architectural excellence in an Agent-first Customer Service organization.

• 10+ years in enterprise software architecture or engineering, with deep experience building on the Salesforce Platform

• Hands-on knowledge of Salesforce core technologies: Service Cloud, Apex, LWC, Flow, APIs, and Data Cloud

• Experience designing or integrating AI/ML-powered applications-especially those using generative AI, LLMs, or automation frameworks

• Proven success in driving transformation across Support, Customer Success, or similar business domains

• Strong understanding of enterprise security, data modeling, and systems integration

• Excellent communicator and cross-functional collaborator who can translate business needs into scalable technical designs

• Salesforce Architect certifications (Application or System Architect, CTA)

• Experience with generative AI platforms and LLM frameworks (e.g., OpenAI, Vertex AI, LangChain)

• Familiarity with knowledge architecture, intelligent automation, or internal tooling for GTM teams

• Background in delivering AI-driven customer self-service or support automation

• Experience working in Agile, matrixed environments across global teams

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