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 Agent…