Salesforce AI & Service Solutions Lead

Custom Ink is so much more than a t-shirt company. We’re a team of creative individuals who empower our customers to create the perfect custom apparel for their groups through an innovative and easy-to-use website and at multiple store locations throughout the country. We are also committed to community, empathy, diversity, and equity. Our end goal is for all Inkers to feel a deep sense of belonging.

We are always looking for great people to join our team, and with locations and stores opening across the country, there are new opportunities all the time. Headquartered in Fairfax, Virginia with offices in Dallas, Texas; and Prague, Czech Republic, with 500+ team members across the world. We have both location-focused and work-from-home jobs.

Overview:

• Workstyle: Remote

This is a remote position; however, to be eligible for hire, candidates must reside in a state where Custom Ink is registered to do business as an employer. Eligible states currently include:

• AL, AZ, CA, CO, CT, DC, DE, FL, GA, ID, IL, IN, KY, MA, ME, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, RI, SC, TN, TX, VA, WA, WI, WV.
• Reports to: Director of Revenue Operations Excellence
• Travel Expectations: Minimal travel; will be determined by business needs and may include occasional trips for key meetings, collaboration opportunities, or area-connected events.
• Physical Requirements/Demands: This is a primarily sedentary, home-based role that requires the ability to remain in a stationary position for extended periods while working at a computer. The role involves regular use of standard office equipment, such as a computer, keyboard, mouse, and telephone. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
• Application Period Disclosure: We are accepting applications for this role on a rolling basis and will continue to do so until the position is filled. We encourage interested candidates to apply as soon as possible for full consideration.

What we’re looking for: 

We are seeking a senior Salesforce technical expert and AI builder to own end-to-end solution design and execution for our Agentforce ecosystem. This role requires a strong blend of hands-on Apex development, complex Flow architecture, and cross-functional leadership. 

• 5+ years of Salesforce technical experience spanning development and administration, with deep expertise in Apex (triggers, invocable methods, async Apex, test classes) and advanced Flow Builder.
• Production AI Agent experience: Proven track record shipping AI agents from design to build in a live production environment.
• Agentforce hands-on experience: Applied experience building or deploying Agentforce agents (Service Agent, Employee Agent, or Sales/Lead Nurturing Agent).
• Service Cloud & Omni-Channel expertise: Direct experience configuring Omni-Channel routing, escalation flows, and agent-to-human handoff workflows.
• Data Cloud / Data 360: Experience leveraging Data 360 (Data Cloud) for grounding, context ingestion, and session tracing.
• Commercial & Data Metrics: Practical exposure to Credit Consumption monitoring and Data 360 reporting architectures.
• Technical Communication: Track record of driving complex technical work through clear written technical pitches, architecture specs, and collaborative stakeholder management.

Preferred Certifications:

• Salesforce Certified Agentforce Specialist
• Salesforce Certified Platform Developer II

Who this role isn't for: 

• A purely declarative administrator: This is an engineering and solution design role requiring strong Apex coding capabilities alongside Flow and AI configuration.
• A siloed developer: Success requires regularly pitching solution designs, gathering cross-functional requirements from Sales, Service, Finance, and Operations leaders, and navigating conflicting business priorities.
• An AI theorist: We need someone who has shipped live AI tools to production, understands session tracing and credit consumption, and builds reliable fallback mechanisms for human teams.
• An informal operator: You will be expected to deliver clear, structured technical design docs and maintain strict deployment standards, including continuous handoff packages with GitHub Pull Requests.

What you’ll do:

• Own Agentforce Solution Design & Build: Architect, build, and deploy custom Agentforce solutions, including Omni-Channel Service Agents, Sales SDR/Lead Nurturing Agents, and internal Employee Agents.
• Design AI Escalation Paths: Configure and optimize Omni-Channel escalation subagents and outbound flows to seamlessly transition interactions from AI agents to human representatives.
• Translate Strategy to Technical Specs: Gather operational requirements across Sales, Service, Finance, and Operations to write formal technical pitches and architecture blueprints for developers and administrators.
• Execute Custom Apex & Flow Engineering: Write, test, and deploy production-grade Apex triggers, invocable methods, and asynchronous routines to power automated workflows.
• Data Cloud & Session Management: Implement Data 360 (Data Cloud) models for prompt grounding, interaction session tracing, and reporting.
• Maintain Deployment & Handoff Standards: Deliver structured technical handoff packages, maintaining version control discipline and code quality through GitHub PRs.
• Monitor AI Efficiency & Usage: Track Credit Consumption metrics and build Data 360 dashboards to demonstrate the tangible business value and ROI of AI initiatives.

How you’ll be measured: 

• AI Agent Adoption & Value: Production uptime, resolution rates, and demonstrated ROI across Agentforce initiatives.
• Escalation & Routing Reliability: Precision and speed of Omni-Channel human fallback paths with minimal misassignments or dropped interactions.
• Code & Delivery Quality: High test coverage, clean code reviews, and structured GitHub PR completion for all deliverables.
• Credit & Resource Optimization: Accurate monitoring and efficient optimization of Salesforce Credit Consumption.
• Stakeholder Alignment: Timely delivery of standardized technical pitches that align conflicting cross-functional requirements into achievable release milestones.

How you’ll make a difference:

As our Salesforce AI & Service Solutions Lead, you will sit at the forefront of Custom Ink’s operational AI transformation. By designing and deploying intelligent Agentforce agents, you will streamline how our Sales, Service, and internal teams interact with technology. Your work directly bridges cutting-edge AI capability with human expertise—ensuring our customers receive instant, intelligent support while empowering our team members with automated tools to operate faster and smarter. 

Compensation: 

We are committed to providing pay transparency and equitable compensation.

• For this exempt position is
• Placement within the range is determined by a variety of factors, including but not limited to: knowledge, skills, years & depth of experience, and equity with internal team members. 

The perks! 

• Generous Paid Time Off: Recharge with flexible paid time off policies and major paid holidays. 
• Comprehensive Health Coverage: Complete Medical, Dental, and Vision coverage at a low cost through a PPO or HDHP plan to support your and your family’s well-being. 
• Employee Wellness: Access to virtual medical consultations through MDLIVE, and mental health services through some of our preferred partners. 
• Family-Friendly Benefits: Up to 14 weeks of fully paid parental leave for birthing parents (6 weeks STD + 8 weeks of parental leave) and 8 weeks of fully paid parental leave for non-birthing parents, adoption assistance, pet insurance, caregiver leave, and fertility benefits. 
• Financial Wellness: Build for the future with our 401(k) plan featuring company matching, employer HSA contributions for eligible plans, Life & AD&D insurance, flexible spending account options, and resources to help you manage life’s financial moments. 
• Professional Development: Grow your career with access to training programs, certifications, and tuition assistance.

CustomInk, LLC ("Custom Ink") is an Equal Opportunity Employer. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law.

Custom Ink's Core Values - Golden Rule, Ownership, and Innovation - are the foundation of who we are. An encompassing value is Trust. We trust our team members 100% and expect trustworthiness and honesty in return. With that, all offers of employment with Custom Ink will be contingent upon the satisfactory completion of a criminal background check. Please note that prior conviction does not automatically rescind an offer of employment. Such a determination is made by Custom Ink on a case-by-case basis and will be made in accordance with applicable local, state, and federal law.

We’re excited for your upcoming interview and want to share CustomInk’s policy on using artificial intelligence (AI) tools during the process.

You may use AI tools (e.g., ChatGPT, GitHub Copilot, OpenAI Codex, Amazon CodeWhisperer, etc.) for assessment or take-home exercises, as long as the work you submit represents your own understanding and abilities.

However, AI tools may not be used during live interviews to generate, draft, suggest, or influence your responses. All interview answers must be your own original work.

If you require assistive technology as a disability accommodation, please notify [email protected] in advance so we can consider appropriate, legally compliant accommodations.

Custom Ink provides accommodation so that qualified disabled applicants may participate in our selection process. To ensure full consideration, please reach out to share details of your reasonable accommodation request related to applying for a specific job opening by emailing our Recruiting Team.

Custom Ink is an E-Verify participant in certain locations as required by law. To learn more about E-Verify, please visit www.dhs.gov/E-Verify.

Custom Ink es participante de E-Verify en ciertas ubicaciones según lo exige la ley. Para obtener más información sobre E-Verify, visite dhs.gov/E-Verify.