AI Support Architect

About the role

We are looking for an AI Support Architect to design and govern end‑to‑end AI agent experiences that power our internal support solutions and Salesforce Agentforce deployments. You will shape how AI agents interact with customers, ensuring reliability, compliance, and a seamless handoff to human agents.

Key responsibilities

• Design the full architecture of AI agent experiences, including orchestration logic, escalation paths, and fallback behaviors.
• Own agent behavior design, prompting strategies, tone/persona configuration, and reasoning flows.
• Collaborate with Knowledge Engineering, AI Engineering, and Digital Support teams to align AI agents with knowledge bases and UX standards.
• Establish governance standards, risk guardrails, and compliance requirements for AI behavior.
• Define evaluation frameworks to measure agent accuracy, resolution rates, and customer satisfaction.
• Stay current with Agentforce, LLM capabilities, and conversational AI best practices.

Required profile

• 5+ years of experience in conversational AI, chatbot solution architecture, or AI/ML implementation in a support or enterprise context.
• Hands‑on experience with AI agent platforms such as Salesforce Agentforce or Einstein Bots.
• Deep understanding of prompt engineering, LLM behavior, and agent orchestration patterns.
• Experience designing escalation logic and human‑AI handoff workflows.
• Familiarity with retrieval‑augmented generation (RAG) and its impact on AI accuracy.
• Exposure to CRM and support platforms like Salesforce, Zendesk, or AWS Connect.

Required skills

• Salesforce Agentforce
• Einstein Bots
• Prompt engineering
• Retrieval‑augmented generation (RAG)
• Salesforce
• Zendesk
• AWS Connect

What we offer

• Career growth opportunities in a diverse and supportive environment.
• Competitive salary package.
• Prime office location in Ortigas with easy access to MRT stations, restaurants, and banks.
• Hybrid working arrangement (2 days remote per week).
• HMO coverage with free dependent coverage upon hire.