Service Specialist SE

Salesforce•Austin, TX

About The Position

Salesforce is hiring a Specialist Solution Engineer focused on Agentforce Service in the SMB segment. The 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 sales pipeline. The specialist acts as a customer advisor, connects service solutions to business outcomes, and contributes repeatable assets and enablement that support the broader sales organization. The position leads discovery and solution strategy, delivers tailored product demonstrations, develops technical sales strategies, and translates customer needs into solution architectures and recommendations. It also supports RFP and RFI responses, works with Sales, Product, and Services, and provides feedback from customer engagements to improve positioning and delivery. The role connects Agentforce Service with the broader Customer 360 platform, including AI, Data Cloud, and adjacent solutions. This role is intended for a builder and storyteller who can create scalable approaches, elevate colleagues, and thrive in ambiguity and a fast-paced sales environment. Salesforce describes it as an opportunity to help define how Agentforce Service wins in SMB and bring AI-powered, proactive customer service experiences to life.

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