Specialist Solutions Architect, Agentforce Contact Center

Description 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 domain expertise in enterprise contact center architecture, voice and digital channels, and agentic AI — and you use it every day to make customers successful. You will also serve as the product team's most direct connection to the field: surfacing customer insights, validating roadmap priorities, and shaping how Agentforce Voice and broader agentic‑first experiences are built and delivered at scale. Responsibilities Be the hands‑on technical expert for strategic customer engagements: 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. Drive customer success at scale: Work alongside sales, customer success, and professional services to ensure customers realize full value from Agentforce Voice, digital channels, and overall agentic‑led experiences. Be the technical escalation point for complex implementation challenges and help set customers up for long‑term agentic‑first success. Serve as the product team's voice of the customer: 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. Lead thought leadership and enablement: Represent Agentforce Contact Center at Dreamforce, World Tour events, customer advisory boards, and industry conferences. Author reference architectures, solution briefs, and best‑practice guides for customers and partners. Collaborate cross‑functionally: 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. Act as a trusted advisor to customer executives: 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. Experience / Skills Required 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. Experience / Skills Desired 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. In office expectations are 36 days/a quarter to support customers and/or collaborate with their teams. For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr B Capital