SalesforceRemote
Product Forward Deployed Engineer, Agentforce Contact Center (Senior/Lead/Principal)
United States of America
Full Time
1 week ago
$117,000 - $314,000 USD
H1B Sponsor Likely
Key skills
Enterprise CCaaS conceptsVoice Channel ManagementDigital Channel ManagementIVR DesignIVA DesignIntelligent RoutingWorkforce ManagementOmnichannel OrchestrationSIP protocolsVoIP protocolsTelephony infrastructureCTI integrationsAI/LLM-based solutionsAgentic frameworksPrompt engineeringRetrieval-augmented generationEnterprise data architectureData securityData integrationsREST APIsGraphQL APIsSaaS platform architectureProgramming languages - PythonProgramming languages - JavaScriptProgramming languages - ApexProgramming languages - JavaProduct telemetryHigh agencyObservability analysisExceptional written communicationJavaScriptPythonJavaAILLMRAGAgenticGraphQLSaaSSalesforceCRMERPLeadershipPrototypingCommunicationCustomer Success
About this role
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The Product Forward Deployed Engineer will work directly with strategic customers to validate emerging AI capabilities and shape the product roadmap by embedding with customer teams and leading technical engagements.
Responsibilities:
- 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
- Prior experience in an forward deployed engineering, solutions engineering, or embedded technical advisory role
- Hands-on experience with Salesforce CRM, Supply Chain Management, ERP platforms, or comparable enterprise systems
- Experience with Salesforce Data 360, Agentforce platform, and/or MuleSoft
- Experience with Salesforce Flows and Lightning Web Components (LWC)
- Salesforce platform certifications (e.g., Service Cloud Consultant, Administrator, Platform Developer I, Architect)
- Experience with CCaaS platforms such as Genesys, NICE CXone, Amazon Connect, or Cisco Webex Contact Center