Principal Technical Architect – Digital Success (DS)

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Job Category

Software Engineering

Job Details

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.

Your Impact

• 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.

Required Experience

• 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

Preferred Qualifications

• 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

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

For New York-based roles, the base salary hiring range for this position is $251,900 to $384,100.For Washington-based roles, the base salary hiring range for this position is $230,700 to $351,800.

For Illinois based roles, the base salary hiring range for this position is $230,700 to $351,800.