Build Salesforce Service Cloud solutions as MRI Software’s Product Owner for Client & Digital Support, using AI coding tools and hands-on configuration daily. This individual contributor owns the support product area across case management, self-service, knowledge, and AI-assisted deflection. You will write requirements, prototype, configure, code, and ship functionality in Salesforce Service Cloud, Agentforce, Flows, LWC, and Apex. The work connects support tooling while improving measurable client experiences. Key Responsibilities:
Own roadmaps, priorities, and outcomes for digital support Configure, prototype, and ship Salesforce functionality Map integrations across ticketing, knowledge, chat, and telephony Build and tune AI-assisted deflection capabilities Define metrics, reporting, UAT, rollout, and enablement Requirements:
Deep hands-on Salesforce Service Cloud expertise Experience with Salesforce configuration and solution design Experience shipping code using Claude Code or comparable platforms Understanding of support operations, escalation, queues, and knowledge Ability to own outcomes as an autonomous individual contributor Apply Salesforce expertise, AI development experience, and support systems knowledge to build measurable client experiences at MRI Software.
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