AI Business Solutions Architect, Customer Support

AI Business Solutions Architect, Customer Support

Transform customer support through practical AI innovation.

At Resmed, you'll help shape how AI enhances customer support, creating smarter experiences for customers while improving operational efficiency across the business. As the AI Business Solutions Architect, Customer Support, you'll serve as a key connector between Customer Support, Customer Education, and Salesforce technology teams, ensuring AI-powered solutions deliver measurable value and real-world impact.

You'll be responsible for optimizing, monitoring, and governing AI-enabled support capabilities, including Salesforce Agentforce and Data 360. Through data-driven decision-making, you'll continuously improve customer self-service experiences, support operations, and platform performance while helping accelerate Resmed's digital transformation.

This role supports cross-functional teams across Customer Support and Salesforce.

Reporting to the Senior Director of Support, this individual contributor role will lead the business administration, optimization, and ongoing success of AI-powered customer support solutions.

What You'll Do

• Lead the business administration, optimization, and ongoing performance management of Salesforce Agentforce and Data 360 solutions.
• Monitor AI solution effectiveness and identify opportunities to improve customer experience, support outcomes, and operational efficiency.
• Analyze performance metrics, user feedback, and business results to drive continuous platform enhancements.
• Partner with Customer Support teams to understand business needs and translate them into scalable AI-enabled solutions.
• Collaborate closely with Salesforce teams to prioritize improvements, address issues, and implement new capabilities.
• Support the evolution of customer self-service experiences by improving knowledge utilization, response quality, and automation effectiveness.
• Evaluate AI-generated interactions and recommend adjustments that improve accuracy, consistency, and customer outcomes.
• Develop governance practices and operational processes that enable sustainable AI adoption within Customer Support.
• Communicate insights, recommendations, and performance trends to stakeholders across Support and technology functions.
• Champion continuous improvement initiatives that maximize business value from AI investments.

What You Bring

• Experience owning and optimizing AI-powered business solutions in a production environment.
• Experience with Salesforce Agentforce and Data 360, including configuration, monitoring, analytics, and performance optimization.
• Understanding of conversational AI, agentic AI systems, retrieval-augmented generation (RAG), and intelligent automation concepts.
• Experience supporting AI-enabled customer service, support, or operational workflows.
• Strong analytical and problem-solving capabilities with a data-driven approach to decision-making.
• Ability to assess solution effectiveness and translate insights into measurable improvements.
• Understanding of customer support operations and self-service strategies.
• Ability to translate business requirements into scalable operational processes and platform capabilities.
• Strong communication skills with the ability to engage both business and technical stakeholders.
• Bachelor's degree or equivalent relevant experience.

Nice to have

• Salesforce certifications, including Agentforce-related credentials.
• Experience working within enterprise CRM, customer success, or service operations environments.
• Familiarity with knowledge management, content governance, and AI knowledge optimization practices.

What Sets You Apart

• Customer Focus: Consistently center decisions on improving customer experiences and achieving meaningful outcomes.
• Ownership: Take accountability for results and proactively drive improvements from insight to execution.
• Curiosity: Explore new ideas, question assumptions, and continuously seek better ways to solve problems.
• Collaboration: Build trusted relationships across functions and align stakeholders around shared objectives.
• Adaptability: Navigate change confidently and remain effective in a fast-evolving technology landscape.
• Continuous Improvement: Look beyond immediate fixes to create sustainable, long-term operational gains.

Why Join Resmed

At Resmed, our mission is to help people breathe better and live healthier, longer lives. By joining our team, you'll help shape how AI is used to improve customer experiences and support outcomes at scale. This role offers a unique opportunity to sit at the intersection of customer support, technology, and business transformation, where your work will directly influence how innovative solutions are designed, adopted, and continuously improved. If you're excited about applying AI to solve real business challenges and create meaningful impact, you'll find purpose and opportunity here.