Senior Manager, Software Engineering(Artificial Intelligence)

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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.

• Senior Manager, Software Engineering
• Job Description SummarySalesforce is looking for a passionate and experienced Senior Engineering Manager to lead our Service Cloud AI development team within the Customer 360 organization. This is a people and technology leadership role focused on delivering innovative, enterprise-scale AI/ML solutions to power our customer support platform and shape the future of intelligent service experiences.
  As the leader of this team, you will guide a talented group of software engineers and AI/ML specialists to build and deploy highly scalable solutions using cutting-edge technologies like Generative AI, RAG systems, and agentic workflows. You will also foster our Ohana culture—prioritizing growth, collaboration, and customer-centricity—while driving engineering excellence and operational rigor.
  Key Responsibilities:
  Hire, mentor, and grow a high-performing team of engineers across software development, AI/ML, and quality.
  Lead end-to-end execution of AI-powered capabilities for Service Cloud: from design and prototyping to delivery and operational excellence.
  Define technical strategy and influence architecture decisions across teams building intelligent case resolution, automation, and customer support tools.
  Guide team members on technical and career development through regular 1:1s, goal setting, and feedback.
  Promote a culture of innovation, quality, accountability, and continuous improvement.
  Drive alignment with product management, internal business partners, and other Biz Tech delivery teams.
  Manage project timelines, resourcing, trade-offs, and delivery risks for all initiatives.
  Champion best practices in AI/ML development, including model lifecycle, safe rollout, and test automation.
  Lead and participate in strategic discussions around Generative AI, LLM-based systems, and real-time intelligent support.
  
  
  Technical Scope & Impact:
  Deliver enterprise-grade, highly scalable AI/ML systems that serve thousands of customers globally.
  Lead experimentation with new algorithms, models, and intelligent automation frameworks.
  Oversee hybrid engineering efforts where team members own development, testing, and quality assurance.
  Encourage and contribute to hands-on architecture design and code reviews.
  
  
  Required Skills & Experience:
  12+ years of hands-on experience implementing and scaling AI/ML systems in production environments including 3+ years of engineering management.
  Deep expertise in the full ML lifecycle: model development, deployment, monitoring, and safe rollout (e.g., A/B testing, canarying).
  Proven experience with large-scale web application development and object-oriented programming (e.g., Java, Python, Go, C++).
  Strong communication, organizational, and stakeholder management skills.
  Bachelor's degree in Computer Science or equivalent experience.
  
  
  Preferred Qualifications:
  Experience building Generative AI systems (e.g., LLMs, RAG, agent-based architectures).
  Familiarity with Agile/Scrum methodologies and test-driven development.
  Master’s degree or relevant advanced education.
  Scrum Master certification.
  
  
  Why Join Us:
  At Salesforce, we believe in building a better future together. Service Cloud AI empowers support teams to deliver smarter, faster, and more personalized service. By joining us, you'll help shape the AI-powered service platform used by some of the world’s most respected brands.
  We offer a flexible hybrid model, incredible benefits, and a workplace culture recognized globally for innovation, inclusion, and impact.
  Benefits & Perks:
  Check out our benefits site which explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
  Salesforce Information:
  Check out our Salesforce Engineering Site.

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