Description

Are you a technically-minded, courageous communicator with a startup mentality and a passion for innovation? Do you thrive in a fast-paced environment where you can build, scale, and evangelize cutting-edge solutions? The world of IT Service Management is changing and Salesforce is leading the charge by heavily investing in ITSM space. Salesforce has launched Agentforce IT Service, a next-generation ITSM solution built on the world’s #1 Service Cloud. Unlike legacy tools trapped in “portal-to-ticket” workflows, Agentforce is agent-first, conversation-first, and workflow-driven - redefining how employees resolve issues through AI-powered, 24/7 conversational experiences.

This is your opportunity to be part of Salesforce’s bold entry into the ITSM market - helping customers automate up to 80% of IT tasks end-to-end with the combined power of Agentforce, Data Cloud, and Einstein AI.

This Specialist Solution Engineer role sits within our Emerging Business Unit, focusing on products in a similar growth lifecycle phase. The EBOU’s mission is to incubate, scale, and grow these solutions with a startup mindset. You'll operate as a subject matter expert, articulating the value of our solutions and their seamless integration within the broader Salesforce portfolio. This is a dynamic role where your ability to think outside the box, challenge the status quo, and identify solutions that drive sales will be key to our team's success.

Product Overview

As a Specialist Solution Engineer supporting Agentforce IT Service, you will be instrumental in demonstrating and evangelizing in these areas:

Our IT Service Management (ITSM) solution revolutionizes how employees get help and how IT teams deliver it. Built on the world’s #1 Service Cloud platform, Agentforce IT Service replaces outdated “portal-to-ticket” systems with an agent-first, conversation-first, workflow-driven experience. You’ll be selling a solution that helps companies:

• 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.