We are looking for a Specialist Solutions Architect to be the hands‑on, customer‑facing technical expert for the Agentforce Contact Center portfolio, embedded within the Product Management organization. This high‑impact individual contributor role sits at the intersection of product, field, and customer success—shaping how enterprises deploy and scale agentic contact‑center experiences. Some travel is required.What You'll Actually Be DoingBe the hands‑on technical expert for strategic customer engagements: Own the technical architecture for complex Agentforce Contact Center deployments, from initial design through successful go‑live. Lead architectural reviews, workshops, and proof‑of‑concept builds with enterprise customers and prospects.Drive customer success at scale: Work alongside sales, customer success, and professional services to ensure customers realize full value from Agentforce Voice, digital channels, and overall agentic‑led experiences. Be the technical escalation point for complex implementation challenges and help set customers up for long‑term agentic‑first success.Serve as the product team's voice of the customer: Translate field learnings, customer blockers, and deployment patterns back to the Product Management organization. Provide structured feedback that directly influences the Agentforce Contact Center roadmap and helps shape how the platform is built at scale.Lead thought leadership and enablement: Represent Agentforce Contact Center at Dreamforce, World Tour events, customer advisory boards, and industry conferences. Author reference architectures, solution briefs, and best practice guides for customers and partners.Collaborate cross‑functionally: Partner with engineering, UX, GTM, and SI partners on complex opportunities. Bring field‑validated insights to product planning and help ensure the platform is deployable, differentiated, and winning in the field.Act as a trusted advisor to customer executives: Navigate C‑suite and technical leadership conversations with equal fluency—from architecture deep‑dives with engineering teams to business‑value discussions with CX and IT leaders.You're Our Person If...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 with equal fluency.Strong understanding of omnichannel contact center design: voice, chat, email, and asynchronous messaging.Genuine passion for emerging technology and AI innovation – you follow the space closely, experiment hands‑on, and bring that energy to every customer conversation.Customer‑obsessed mindset: you measure success by customer outcomes, not activity, and you go the extra mile to make sure every deployment lands well.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 (formerly Service Cloud Voice).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 support you to find balance and be your best. Salesforce offers a comprehensive benefits package, employee resource groups, wellness programs, and innovative AI tools to accelerate your impact.Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications—without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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