AI Solutions Lead - Healthcare CRM (Salesforce)

AI Solutions Lead - Healthcare CRM (Salesforce)

The AI Solutions Lead is a senior individual contributor responsible for owning and scaling applied AI capabilities across our CRM ecosystem (Salesforce) and operationalizing existing AI platforms after implementation. This role sits at the edge of platform ownership and growth—ideal for someone who can both run what already exists and expand it into new, high-impact use cases. The work centers on two major areas: CRM enablement (Salesforce Health Cloud, AI-assisted workflows, agent and automation capabilities) and taking over and operating existing AI platforms (post-go-live ownership, tuning, evaluation, adoption, and governance).

Core Duties/Responsibilities

Lead AI enablement across CRM & digital channels

• Design and implement AI-powered workflows within Salesforce (e.g., Health Cloud case processes, service workflows, knowledge and guided support experiences)
• Partner with Salesforce architects/admins to deliver scalable solutions (flows, automations, data model alignment, adoption plans)
• Identify opportunities to improve efficiency, quality, and customer/agent experience via AI-assisted case management and intelligent routing

Own AI & agent platform operations (post-implementation ownership)

• Serve as the internal owner for AI and agent platforms post implementation
• Manage ongoing configuration, tuning, and scaling of AI agents and workflows
• Define standards for quality, evaluation, and human-in-the-loop review of AI outputs
• Monitor platform usage to identify gaps, drift, or new use case opportunities
• Collaborate with data and analytics teams to integrate AI insights into reporting and dashboards

Translate AI capability into measurable business outcomes

• Identify, size, and prioritize AI use cases with clear success metrics (cycle time, cost-to-serve, quality, CSAT, throughput)
• Ensure solutions are production-ready (documentation, training, monitoring, support paths)
• Drive adoption by creating repeatable patterns (prompt libraries, reusable workflows, playbooks)

Ensure responsible and governed AI use

• Maintain visibility into AI use cases across the organization and coordinate with IT/Security/Compliance
• Establish guardrails for sensitive data handling and appropriate human review/escalation
• Support ongoing model/tool evaluation to ensure outputs remain accurate, safe, and useful

Skills & Requirements

Required

• Demonstrated ability to operationalize AI in real workflows (beyond experimentation): requirements → build/configure → launch → measure → iterate
• Practical understanding of LLMs and AI limitations (prompting, evaluation, failure modes, and human-in-the-loop design)
• Ability to communicate clearly with both technical and non-technical stakeholders; strong documentation habits
• High ownership mindset and ability to self-manage delivery in a remote environment

Preferred

• Experience in healthcare-adjacent environments or similarly regulated such as Finance, DOD, or Law
• Familiarity with AI evaluation approaches, QA frameworks, and monitoring for drift/quality
• Experience integrating AI outputs into analytics/reporting ecosystems (dashboards, operational reporting)
• Strong Salesforce experience (admin/consultant/solution delivery background) and comfort partnering with Salesforce technical teams
• Experience inheriting/operating platforms post-implementation and improving maturity over time
• Strong Azure, AWS, Python and SQL experience