Specialist Solutions Architect, Agentforce Contact Center
About The Position
Salesforce is seeking a Specialist Solutions Architect for the Agentforce Contact Center portfolio. This is a customer-facing technical role within the Product Management organization, focused on designing, validating, and accelerating Agentforce Contact Center deployments for strategic customers and prospects. The role requires deep domain expertise in enterprise contact center architecture, voice and digital channels, and agentic AI. The Specialist Solutions Architect will also act as a liaison between the field and the product team, providing customer insights and influencing the product roadmap. This is an individual contributor role with high impact, shaping how enterprises deploy and scale agentic contact center experiences.
Requirements
- 5+ years of hands-on technical experience in enterprise contact center architecture or deployment
- At least 2 years leading complex, multi-stakeholder implementations across voice, digital channels, and CRM integrations
- 5+ years in a customer-facing technical role (solutions architect, field delivery engineer, technical consultant, or equivalent)
- Deep expertise in contact center platforms (CCaaS), communications protocols (SIP, WebRTC), and CRM integration patterns
- Demonstrated experience designing and deploying agentic AI, conversational automation, or intelligent routing solutions at enterprise scale
- Ability to lead complex architectural discussions with both engineering teams and C-suite executives
- Strong understanding of omnichannel contact center design: voice, chat, email, and asynchronous messaging
- Genuine passion for emerging technology and AI innovation
- Customer-obsessed mindset
- Willingness to travel (estimated 20–25%)
- A related technical degree required
Nice To Haves
- Hands-on experience with Salesforce Service Cloud, Agentforce, or Salesforce Contact Center (formerly Service Cloud Voice)
- Experience migrating enterprise customers from legacy on-premises or CCaaS platforms to cloud-native contact center solutions
- Familiarity with agentic AI orchestration, LLM-powered workflows, or AI-assisted agent experiences in production environments
- Scripting or coding experience (Python, JavaScript, Apex, or similar) for integration and automation use cases
- Salesforce certifications (Service Cloud Consultant, Agentforce Specialist, or equivalent) or equivalent contact center platform certifications
- Experience working within or alongside a product organization, influencing roadmap through field insights
Responsibilities
- Own the technical architecture for complex Agentforce Contact Center deployments, from initial design through successful go-live.
- Lead architectural reviews, workshops, and proof-of-concept builds with enterprise customers and prospects.
- Work alongside sales, customer success, and professional services to ensure customers realize full value from Agentforce Voice, digital channels, and overall agentic-led experiences.
- Serve as the technical escalation point for complex implementation challenges.
- Translate field learnings, customer blockers, and deployment patterns back to the Product Management organization.
- Provide structured feedback that directly influences the Agentforce Contact Center roadmap.
- Represent Agentforce Contact Center at industry events and customer advisory boards.
- Author reference architectures, solution briefs, and best practice guides.
- Partner with engineering, UX, GTM, and SI partners on complex opportunities.
- Act as a trusted advisor to customer executives, navigating C-suite and technical leadership conversations.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
