Specialist Solution Engineer; Emerging Business Unit

Specialist Solution Engineer (Emerging Business Unit)

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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. 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.

Salesforce is the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. We empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world.

• Deliver Conversational, Always‑On Support:
  Empower employees to get help in minutes, not hours, without leaving their workflow. Agentforce meets users where they work — in Slack — allowing them to request hardware, reset passwords, or report issues through natural conversation rather than complex forms.
• Automate End‑to‑End Incident Management:
  Accelerate resolutions with AI‑driven triage, auto‑creation of incidents, and intelligent routing to the right specialists. Reduce manual effort and improve agent productivity by letting Einstein handle repetitive tasks.
• Unify IT and HR Service on One Platform:
  Eliminate silos by bringing IT, HR, Facilities, and other service teams together within Salesforce. Deliver consistent, cross‑departmental experiences with shared workflows, automation, and analytics.
• Gain Full Visibility with a Native CMDB:
  Leverage Salesforce’s Configuration Management Database (CMDB) to visualize asset relationships, dependencies, and health in real time. Identify root causes, track service impacts, and resolve issues before they cascade.
• Boost Productivity and Reduce Costs:
  Automate up to 80% of IT tasks end‑to‑end through workflow automation, AI assistance, and self‑service. Free up IT talent to focus on innovation instead of routine ticket handling.
• Enable the Agentic Enterprise:
  Combine human expertise with AI assistance to create a self‑healing, proactive support environment where employees and digital agents collaborate to solve problems faster than ever before.

• Support deal cycles specifically tied to Agentforce IT Service Solutions, including:
  • Performing Discovery Calls
  • Performing Product Demonstrations
  • Supporting technical architecture meetings
• Create and develop assets and programming to scale the Agentforce IT Service teams and solutions. This can include:
  • Industry point‑of‑views
  • Demo components and recordings
  • Technical point‑of‑view documents
  • Discovery guides
  • Workshop programming
• Attend events to evangelize solutions (Salesforce World Tours, industry events, Dream force).
• Internally evangelize the solutions across our Core and Service Cloud Account Executives (AEs) and Solution Engineers (SEs).
• Stay up to date on product innovation to be able to speak to and demonstrate key features and benefits.

• Bachelor’s degree in Computer Science, Software Engineering, MIS, or equivalent relevant experience.
• Minimum of 4 years of professional experience in a Solution Engineering space or relevant adjacent roles.
• Deep experience and understanding of the Salesforce Platform is required.
• Solid oral, written, presentation, collaboration, and interpersonal communication skills.
• Ability to work as part of a team to solve technical problems in varied environments.
• Strong presentation skills, both virtually and in person.
• Value proposition‑mindful with strong business acumen.

• Hands‑on experience working with any leading IT Service Management platforms (including Service Now, BMC Helix, Ivanti Neurons, Jira Service Management, or Cherwell).
• Familiarity with Slack, Salesforce Service Cloud, Data Cloud, or Flow.
• Salesforce Admin 201 certification or similar technical certification preferred.
• Previous experience as a…