Service Specialist SE

About Salesforce

At Salesforce, we are redefining how businesses connect with their customers through AI, data, and CRM. We help companies deliver faster, smarter, and more proactive service experiences, while empowering our people to do the best work of their careers.

Role Overview

As a Specialist Solution Engineer focused on Agentforce Service in the SMB segment, you are more than a pre-sales consultant. You are a strategic force multiplier for the business.

You will partner closely with Account Executives, Core Solution Engineers, and cross functional teams to shape how Agentforce Service is positioned, delivered, and scaled across a high velocity pipeline.

This role is ideal for someone who thrives in fast paced environments and wants to influence how we sell and demonstrate AI powered service, not just support individual deals.

Your Impact

In this role, you will:

• Lead the Agentforce Service conversation in SMB deals: Act as a trusted advisor to customers by shaping vision, uncovering needs, and positioning Agentforce Service as a driver of business outcomes.
• Deliver high impact, tailored demos: Build and present compelling demonstrations that showcase AI powered, proactive service experiences, connected workflows, and automation.
• Drive technical win strategy: Own the solution strategy for service, address objections, align stakeholders, and guide deals to close.
• Create leverage through repeatability: Contribute to reusable assets such as demo flows, discovery frameworks, and points of view that improve speed and consistency across the team.
• Enable the broader ecosystem: Support Core SEs and Account Executives with Agentforce Service positioning, use cases, and demo support to increase attach and pipeline quality.
• Bring the voice of the field: Identify patterns across deals and provide feedback to Product, GTM, and leadership to improve how we position and deliver Agentforce Service.
• Connect Agentforce Service to the broader platform: Position service as a foundation of Customer 360, including AI, Data Cloud, and adjacent solutions.

Key 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 both 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

Required Qualifications

• 5 or more years of experience in Solution Engineering, pre sales, consulting, or a similar customer facing technical role
• Computer Science or Related Degree
• Strong ability to translate business needs into technical solutions and business value
• Experience delivering customer facing demos and presentations to both technical and business audiences
• Excellent communication, storytelling, and stakeholder alignment skills
• Ability to operate in a fast paced, high volume sales environment
• Curiosity, ownership mindset, and a passion for solving complex problems

Preferred Qualifications

• 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

What Sets This Role Apart

This is not a traditional Solution Engineer role. You will:

• Help define how Agentforce Service wins in SMB, not just support deals
• Operate as a specialist and multiplier across the business
• Contribute to scalable motions, not one off solutions
• Play a key role in bringing AI powered, proactive service experiences to life

Who You Are

• A builder who sees patterns and creates structure
• A storyteller who connects technology to real outcomes
• A collaborator who elevates those around you
• A problem solver who thrives in ambiguity
• Someone who wants to shape the future of AI driven service

Why Join Us

Join a team that is:

• Defining the future of Agentforce powered customer service
• Building scalable, high impact motions in SMB
• Focused on growth, development, and measurable business impact