Specialist Solutions Architect, Agentforce Contact Center

Salesforce • San Francisco, CA

19d • Hybrid

About The Position

Salesforce is seeking a Specialist Solutions Architect for the Agentforce Contact Center portfolio, embedded within the Product Management organization. This is a high-impact individual contributor role focused on the intersection of product, field, and customer success. The role requires architectural depth and customer obsession to shape how enterprises deploy and scale agentic contact center experiences. Some travel is required. The Specialist Solutions Architect will work directly with strategic customers and prospects to design, validate, and accelerate their Agentforce Contact Center deployments, leveraging deep domain expertise in enterprise contact center architecture, voice and digital channels, and agentic AI. Additionally, this role serves as the product team's direct connection to the field, surfacing customer insights, validating roadmap priorities, and shaping the delivery of Agentforce Voice and agentic-first experiences at scale.

Requirements

• 5+ years of hands-on technical experience in enterprise contact center architecture or deployment, including 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 with equal fluency
• Strong understanding of omnichannel contact center design: voice, chat, email, and asynchronous messaging
• Genuine passion for emerging technology and AI innovation — you follow the space closely, experiment hands-on, and bring that energy to every customer conversation
• Customer-obsessed mindset: you measure success by customer outcomes, not activity, and you go the extra mile to make sure every deployment lands well
• Willingness to travel (estimated 20–25%) to customer sites, industry events, and Salesforce offices
• 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 and help set customers up for long-term agentic-first success.
• 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 and helps shape how the platform is built at scale.
• Represent Agentforce Contact Center at industry events and conferences.
• Author reference architectures, solution briefs, and best practice guides for customers and partners.
• Partner with engineering, UX, GTM, and SI partners on complex opportunities.
• Bring field-validated insights to product planning and help ensure the platform is deployable, differentiated, and winning in the field.
• Navigate C-suite and technical leadership conversations with equal fluency — from architecture deep-dives with engineering teams to business-value discussions with CX and IT leaders.

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree