Build Salesforce Service Cloud and Agentforce solutions as MRI Software’s Product Owner for Client and Digital Support. Use AI coding tools directly. This individual contributor owns the client and digital support product area end to end. You will configure, prototype, and code across Salesforce platforms and adjacent tools. The work connects case management, self-service, knowledge, chat, telephony, and ticketing systems. Key Responsibilities:
Own roadmaps, priorities, and outcomes across support products Build functionality using Service Cloud, Agentforce, Flows, LWC, and Apex Design integrations across support systems and knowledge platforms Tune AI deflection and measure containment, accuracy, and escalations Lead UAT, rollout, documentation, and enablement activities Requirements:
Deep hands-on Salesforce Service Cloud configuration expertise Working knowledge of Zendesk, ServiceNow, Intercom, Freshdesk, or similar Experience shipping products using Claude Code or comparable platforms Understanding of support operations, escalation, queues, and knowledge management Cross-functional delivery experience with end-to-end ownership Apply Salesforce, Agentforce, AI development, and support systems expertise to improve client experiences at MRI Software.
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