Posted: 18 June
The role
Role Summary: We are looking for a Specialist Solutions Architect to serve as a hands‑on, customer‑facing technical expert for the Agentforce Contact Center portfolio. This individual‑contributor role sits at the intersection of product, field, and customer success, shaping enterprise deployments and driving agentic contact center experiences. Some travel (20–25%) is required.
Responsibilities
Serve as the hands‑on technical expert for strategic customer engagements: own the technical architecture for complex Agentforce Contact Center deployments from design through go‑live, including architectural reviews, workshops, and proof‑of‑concept builds.
Drive customer success at scale: collaborate with sales, customer success, and professional services to ensure customers realize full value from Agentforce Voice and digital channels; act as a technical escalation point for implementation challenges.
Voice the customer to the product team: translate field learnings, blockers, and deployment patterns back to Product Management to influence the roadmap and platform design.
Lead thought leadership and enablement: represent Agentforce Contact Center at industry events, author reference architectures, solution briefs, and best‑practice guides.
Collaborate cross‑functionally: partner with engineering, UX, GTM, and SI partners on complex opportunities; bring field‑validated insights to product planning.
Serve as a trusted advisor to customer executives: navigate C‑suite and technical leadership conversations with fluency.
Qualifications
5+ years of hands‑on technical experience in enterprise contact center architecture or deployment, including at least 2 years leading complex, multi‑stakeholder implementations across voice, digital channels, and CRM integrations.
5+ years in a customer‑facing technical role (solutions architect, field delivery engineer, technical consultant, or equivalent).
Deep expertise in contact center platforms (CCaaS), communications protocols (SIP, WebRTC), and CRM integration patterns.
Demonstrated experience designing and deploying agentic AI, conversational automation, or intelligent routing solutions at enterprise scale.
Ability to lead complex architectural discussions with both engineering teams and C‑suite executives.
Strong understanding of omnichannel contact center design: voice, chat, email, and asynchronous messaging.
Genuine passion for emerging technology and AI innovation.
Customer‑obsessed mindset: measure success by customer outcomes.
Willingness to travel (estimated 20–25%) to customer sites, industry events, and Salesforce offices.
Even Better If
Hands‑on experience with Salesforce Service Cloud, Agentforce, or Salesforce Contact Center.
Experience migrating enterprise customers from legacy on‑premises or CCaaS platforms to cloud‑native contact center solutions.
Familiarity with agentic AI orchestration, LLM‑powered workflows, or AI‑assisted agent experiences in production environments.
Scripting or coding experience (Python, JavaScript, Apex, or similar) for integration and automation use cases.
Salesforce certifications (Service Cloud Consultant, Agentforce Specialist, or equivalent) or equivalent contact center platform certifications.
Experience working within or alongside a product organization, influencing roadmap through field insights.
Benefits & Resources: Salesforce offers a comprehensive benefits package and resources to help employees balance personal and professional life, including AI‑powered tools that accelerate impact.
Equal Opportunity Employer Statement: Salesforce is an equal‑opportunity employer dedicated to non‑discrimination. All employees and applicants are evaluated on merit, competence, and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran or marital status, or any other protected classification.
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