Salesforce
Technology
ProductSpecialist/SolutionArchitect-AgentforceContactCenter
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Product Specialist / Solution Architect - Agentforce Contact Center at Salesforce. Skills: Agentforce Contact Center, Contact center architecture, Agentic AI, Customer success. Own technical architecture. Lead architectural reviews”
What You'll Achieve.
Accelerate deployments; Ensure customers realize value; Set customers up for success; Shape platform at scale; Ensure platform is deployable; Ensure platform is differentiated; Ensure platform is winning
Industry & Context.
Technical escalation point; Complex implementation challenges
Some travel required
What They're Looking For.
Must Have
10+ years enterprise contact center architecture, 2+ years complex implementations, 5+ years customer-facing technical role, Deep expertise contact center platforms, Deep expertise communications protocols, Deep expertise CRM integration patterns, Experience designing agentic AI, Experience designing conversational automation, Experience designing intelligent routing solutions, Omnichannel contact center design understanding, 20-25% travel willingness
Nice to Have
Hands-on Salesforce Service Cloud experience, Hands-on Agentforce experience, Hands-on Salesforce Contact Center experience, Experience migrating to cloud-native CCaaS, Familiarity agentic AI orchestration, Familiarity LLM-powered workflows, Familiarity AI-assisted agent workflows, Contact center platform certifications, Experience influencing roadmap
What You'll Do.
Own technical architecture
Lead architectural reviews
Build proof-of-concept
Ensure customers realize value
Set customers up for success
Translate field learnings
Provide structured feedback
Represent Agentforce Contact Center
Author reference architectures
Author solution briefs
Author best practice guides
Partner with engineering
Partner with SI partners
Navigate C-suite conversations
Conduct architecture deep-dives
Conduct business-value discussions
How You'll Work.
Team & Collaboration
Cross-functional teams; Product Management organization; Sales teams; Customer success teams; Professional services teams; Engineering teams; UX teams; GTM teams; SI partners; Customer executives; Technical leadership
Communication Scope
Executive presentations; Technical documentation; Client meetings
Full Job Description
_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._ Job Category Product Job Details ****About Salesforce**** Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. **About the Role** The contact center is undergoing its most significant transformation in decades. Enterprises are moving away from fragmented, channel-siloed platforms toward unified, AI agent-first systems where autonomous agents and human representatives work side by side, powered by real-time CRM data and connected across every customer touchpoint. Agentforce Contact Center is Salesforce's answer to that shift — a native, agentic platform that brings voice, digital channels, intelligence, and customer context together in one place. We are looking for a Specialist Solutions Architect to be the hands-on, customer-facing technical expert for the Agentforce Contact Center portfolio, embedded within the Product Management organization. This is a high-impact individual contributor role at the intersection of product, field, and customer success — where your architectural depth and customer obsession directly shape how enterprises deploy and scale agentic contact center experiences. Some travel is required. You will work directly with strategic customers and prospects to design, validate, and accelerate their Agentforce Contact Center deployments. You bring deep
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