Product Forward Deployed Engineer – Senior/Lead/Principal

Role Overview

• Research & Field Validation Deploy and stress-test pilot CCaaS features with customers, identifying platform gaps and feeding structured findings back to Technology & Product
• Conduct feasibility research on novel use cases — determining what's possible, what's not, and what needs to change in the product to get there
• Co-develop hypotheses with Technology & Product and design experiments to validate them in the field
• Document and escalate critical engineering issues with detailed evidence packages to accelerate resolution
• Lead technical engagement of new Agentforce CCaaS solutions — including Voice Agent deployments, SIP/telephony integration, intelligent routing, post-call automation, and omnichannel orchestration
• Embed directly with customer teams to deeply understand their operational environment and architect solutions that solve real problems at scale
• Run rapid prototyping and POC cycles to validate technical feasibility
• Serve as the primary technical advisor and escalation point for your customer portfolio
• Build reusable accelerators, playbooks, and reference architectures that address critical product gaps and directly shape the agentic platform roadmap
• Partner directly with Product Managers and Engineers to influence roadmap priorities based on evidence captured directly from customers
• Represent the voice of the customer in internal product discussions and planning cycles
• Analyze competitive landscape to identify and validate Salesforce's key differentiators — informing both field engagements and product feedback loops
• Produce thought leadership, best practices, and enablement content that raises the bar for new product releases across the Salesforce community

Requirements

• 7+ years of hands-on engagement in enterprise software or SaaS environments, with a strong foundation in Computer Science, Engineering, or a related discipline
• Expertise in enterprise CCaaS concepts: Voice & Digital Channel Management, IVR/IVA Design, Intelligent Routing, Workforce Management, and Omnichannel Orchestration
• Hands-on experience with SIP/VoIP protocols, telephony infrastructure, and CTI integrations
• Demonstrated experience deploying AI/LLM-based solutions — including agentic frameworks, prompt engineering, and retrieval-augmented generation (RAG)
• Deep expertise in enterprise data architecture, security, and integrations, including REST/GraphQL APIs, SaaS platform architecture, and common data integration patterns
• Proficiency in one or more programming languages (Python, JavaScript, Apex, or Java)
• Strong diagnostic and problem decomposition instincts — able to pinpoint whether a failure is a product bug, a configuration error, or a data issue, even in low-documentation environments
• Exceptional written communication skills: able to document builds, failures, and field observations in structured form that Product & Engineering can act on without a follow-up call
• Experience with product telemetry and observability analysis to identify platform patterns and surface actionable insights
• High agency, self-motivation, and agility quotient — you thrive in ambiguous, high-stakes environments, operate without a playbook, and default to experimentation and fast iteration over certainty, treating every challenge as an opportunity to learn and evolve
• Ability to travel 20–30% to customer sites and company engagements

Tech Stack

• GraphQL
• Java
• JavaScript
• Python
• VoIP

Benefits

• time off programs
• medical, dental, vision, mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program