Senior Manager, Software Engineering (AI/ML)

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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.

AI Cloud Team @Salesforce is looking for talented Senior Manager like you to to lead an exceptional engineering team in transforming the customer service landscape.

Salesforce AI Cloud team brings the revolutionary AI technology to Salesforce CRM business at scale. The platform and application teams ( like Einstein Bots) under AI Cloud is looking for a Sr Manager to lead an exceptional engineering team to build and enhance the chatbots, ML models and services. You will leverage your experience in the areas of ML/NLP to help develop and refine our AI strategy and products like Einstein Bots, scaling the AI and ML services and ML Ops deployment pipelines while ensuring our stringent data privacy, security, residency, and compliance goals.

Our mission is to deliver rich and compelling conversational experiences through multiple channels, enabling users to resolve issues faster and enhancing brand engagement and satisfaction. We're not just about development; we're about end-to-end ownership, directly improving customer experiences through a fast user feedback cycle. You'll be part of an industry-leading enterprise solution that leverages AI to automate customer service requests through friendly conversational interfaces, directly impacting millions of users worldwide.If you're passionate about AI, customer service experience, and making a real impact, the AI Cloud team is the place for you. Join us on this exciting journey of innovation and transformation.


What You’ll Do:
 

• Collaborate with Salesforce AI Cloud leaders to co-create and refine the AI strategy and roadmap.
• Drive the execution and delivery of features by collaborating with many multi-functional teams, architects, product owners and engineer.
• Lead the design, development and maintenance of high-quality and highly available AI/ML models, services and ML Ops deployments, chatbot solutions etc.
• Partner with Product Managers and Technical Program Managers to closely track progress across multiple work-streams while delivering goals for varying stakeholders.
• Prioritize retaining and attracting top talent, continuously invest in the development of high-performing teams, and passionately champion the success of both the team and its individual members.
• Be the service owner and ensure that our services are reliable and consistently available. Collaborate with cross-functional teams to ensure that high availability is a priority in all stages of development and deployment.
• Promote a culture of open communication and support within the team ensuring all voices are heard and the team is fostering a collaborative environment.
• Drive continuous improvement initiatives by identifying inefficiencies and developing solutions to enhance quality, reduce costs, and improve timelines.
• Daily management of stand-ups as the Scrum Master for engineering teams.
• Occasionally chipping in to development tasks such as coding and feature verifications to assist teams with release commitments, to gain an understanding of the deeply technical product as well as to keep your technical skill sharp

Required Skills:

• A related technical degree required.
• 12+ years experience building, scaling and maintaining large scale, complex AI products and/or services in the B2B (or B2C) SaaS industry. This experience should include building and sustaining large-scale solutions that operate around the clock, 24/7.
• 5+ years of people management experience, with at least 3+ years in leading teams focused on AI/ML initiatives.
• Knowledge and understanding of SaaS, PaaS, IaaS industry with hands-on experience of public cloud offerings (AWS, GAE, Azure).
• Experience in SaaS incident management, handling customer escalations and proactively working with customer success teams.
• Knowledge of professional software engineering best practices including coding standards, code reviews, source code management, continuous integration, build processes, testing, and operations.
• Experience with agile development methodologies is a must, and ScrumMaster experience is highly preferred.
• Exceptional verbal and written communication skills, along with strong organizational and project management abilities, and the capacity to work effectively in a distributed team setting.
• Passionate about engineering productivity, service ownership and customer success.
• Ability to be nimble, proactive, comfortable working with minimal specifications.

Preferred Skills:

• Strong knowledge of Salesforce product and platform features, capabilities, and best use of it.
• Experience with NLP techniques and tools for text analysis and processing.
• Experience with cutting-edge machine learning techniques such as reinforcement learning, GANs, and advanced neural network architectures.
• Expertise in generative AI technologies, including experience with models such as GPT, DALL-E, and other generative adversarial networks (GANs).
• A track record of publications in top-tier conferences or journals and/or patents in the field of machine learning or data science.
• Knowledge of best practices and regulations around data privacy and security, such as GDPR, HIPAA, or CCPA.
• Ability to work with multilingual data sets and develop models that can handle multiple languages.

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