Senior Manager Information Systems (Services IT)

**Overview:** At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra. **What We're Looking For:** Senior Manager : Services IT Applications: The Senior Manager : Services IT Applications will need to be proficient with Salesforce Service Cloud and will lead the strategy, architecture, and delivery of next-generation customer service experiences powered by Salesforce Service Cloud, AgentForce, and the broader Salesforce AI ecosystem. This role requires deep expertise in Service Cloud, autonomous AI agents, generative AI, and enterprise-scale platform design. The ideal candidate will drive the adoption of AI-first service strategies, architect intelligent automation solutions using AgentForce, and ensure the Salesforce platform delivers scalable, secure, and high-performance outcomes aligned with business objectives. - Own the end-to-end architecture, design, and roadmap for Salesforce Service Cloud, including Omni-Channel, Case Management, Knowledge, Entitlements, Milestones, Service Console, and Field Service Lightning - Lead the design and implementation of AgentForce autonomous AI agents, defining agent topics, actions, guardrails, and escalation patterns to automate customer service workflows at enterprise scale - Architect AI-first service experiences leveraging Einstein AI, Einstein Copilot, Prompt Builder, Einstein Bots, and AgentForce to deflect cases accelerate resolution and enhance agent productivity. - Design and deploy intelligent routing, sentiment analysis, next-best-action recommendations, and predictive service models to transform the customer service lifecycle. Drive the integration of Data Cloud with Service Cloud to create unified customer profiles, enabling real-time personalization and AI-driven insights across all service touchpoints. - Architect scalable solutions that span Service Cloud, Sales Cloud, Experience Cloud, Marketing Cloud, Manufacturing Cloud, and Data Cloud where cross-cloud capabilities are required. - Lead design of digital experience sites, self-service portals, and community platforms with embedded AI-powered search, chatbots, and autonomous agent experiences. - Provide architectural oversight for high-complexity projects involving custom development, API integrations, and multi-cloud capabilities - Define and enforce platform implementation standards, technical documentation, and architectural best practices. **AgentForce & Autonomous AI Strategy** - Serve as the organizational subject matter expert on AgentForce, guiding business teams on where autonomous agents can replace or augment traditional service workflows. - Design agent orchestration patterns including multi-agent coordination, human-in-the-loop escalation, and feedback loops for continuous agentimprovement. - Establish governance frameworks for AI agent deployment, including testing strategies, guardrail configuration, prompt management, and hallucination mitigation. - Evaluate and integrate emerging Salesforce AI capabilities (Einstein Trust Layer, grounding, retrieval-augmented generation) into the servicearchitecture. - Build proof-of-concepts and prototypes to demonstrate AI-driven service transformation opportunities to executive leadership. **Security, Compliance & Risk Management** - Conduct internal…