Service Specialist SE

Salesforce•Boston, MA

7d•$134,750 - $180,250

About The Position

Salesforce is hiring a Specialist Solution Engineer focused on Agentforce Service in the SMB segment. This customer-facing, pre-sales role partners with Account Executives, Core Solution Engineers, and cross-functional teams to shape how Agentforce Service is positioned, demonstrated, and scaled across a high-velocity pipeline. The specialist advises customers, uncovers needs, develops solution strategies, and connects service capabilities to the broader Customer 360 platform, including AI, Data Cloud, and adjacent solutions. The role combines deal-level technical strategy and tailored demonstrations with broader efforts to create repeatable sales assets, enable colleagues, and share field insights with Product, GTM, and leadership. It is intended for a builder and collaborator who can connect technology to business outcomes and help define scalable approaches for AI-powered customer service in SMB. Salesforce describes its benefits and resources as supporting employee wellbeing and work-life balance. The position's stated typical base salary range is $134,750–$180,250 annually, with a range of $148,190–$198,170 per year for California, New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington, DC. These ranges represent base salary only; the posting notes that eligible roles may also include incentive compensation, equity, and benefits.

Requirements

At least 5 years of experience in Solution Engineering, pre-sales, consulting, or a similar customer-facing technical role.
Computer Science or related degree.
Ability to translate business needs into technical solutions and business value.
Experience delivering customer-facing demonstrations and presentations to technical and business audiences.
Excellent communication, storytelling, and stakeholder-alignment skills.
Ability to operate in a fast-paced, high-volume sales environment.
Curiosity, an ownership mindset, and a passion for solving complex problems.

Nice To Haves

Experience with customer service, contact center, or customer experience technologies.
Familiarity with AI, automation, and agent-based experiences.
Experience in SMB or high-velocity sales environments.
Salesforce certifications or equivalent platform experience.
Background in integrations, workflows, or CRM ecosystems.

Responsibilities

Lead discovery sessions to uncover business challenges and define solution strategy.
Act as a trusted advisor in SMB deals, shaping customer vision and positioning Agentforce Service around business outcomes.
Design and deliver customized product demonstrations that show real-world value, AI-powered service experiences, connected workflows, and automation.
Develop and execute technical sales strategies aligned with customer outcomes; address objections, align stakeholders, and guide deals toward close.
Translate business needs into solution architectures and recommendations.
Respond to RFPs and RFIs with technical and business context.
Create reusable assets, including demo flows, discovery frameworks, and points of view, to improve team speed and consistency.
Support Core Solution Engineers and Account Executives with Agentforce Service positioning, use cases, and demonstrations.
Partner with Sales, Product, and Services to drive aligned execution.
Identify patterns across deals and provide feedback to Product, GTM, and leadership.
Position service as part of the broader Customer 360 platform, including AI, Data Cloud, and adjacent solutions.
Contribute to team enablement, best practices, and scalable assets.
Stay current on Agentforce Service, AI, and automation innovations.