Specialist Solution Engineer

Salesforce is the #1 AI CRM, dedicated to driving customer success through innovation and technology. The Specialist Solution Engineer role focuses on demonstrating and evangelizing the Agentforce IT Service, aiming to revolutionize IT Service Management by automating tasks and enhancing employee support experiences.

Responsibilities:

• Deliver Conversational, Always-On Support: Empower employees to get help in minutes, not hours, without leaving their workflow. Agentforce meets users where they work — in Slack — allowing them to request hardware, reset passwords, or report issues through natural conversation rather than complex forms
• Automate End-to-End Incident Management: Accelerate resolutions with AI-driven triage, auto-creation of incidents, and intelligent routing to the right specialists. Reduce manual effort and improve agent productivity by letting Einstein handle repetitive tasks
• Unify IT and HR Service on One Platform: Eliminate silos by bringing IT, HR, Facilities, and other service teams together within Salesforce. Deliver consistent, cross-departmental experiences with shared workflows, automation, and analytics
• Gain Full Visibility with a Native CMDB: Leverage Salesforce’s Configuration Management Database (CMDB) to visualize asset relationships, dependencies, and health in real time. Identify root causes, track service impacts, and resolve issues before they cascade
• Boost Productivity and Reduce Costs: Automate up to 80% of IT tasks end-to-end through workflow automation, AI assistance, and self-service. Free up IT talent to focus on innovation instead of routine ticket handling
• Enable the Agentic Enterprise: Combine human expertise with AI assistance to create a self-healing, proactive support environment where employees and digital agents collaborate to solve problems faster than ever before