Lead, Specialist SE

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Job Category

Sales

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.

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.

Are you a technically-minded, courageous communicator with a passion for AI and customer experience? Customer service is being reinvented by AI, and Salesforce is leading that change. Service Cloud, the world’s #1 customer service platform, is now powered by Agentforce. AI agents and human reps work side by side on unified customer data to deliver fast, personalized, always-on service, in any channel and any interface.
As a pre-sales Specialist Solution Engineer on our Service team, you’ll be the subject matter expert for Service Cloud and Agentforce. You’ll help customers envision their agentic service organization through discovery, storytelling, demos, and proofs of concept.
Product Overview
 You will demonstrate and evangelize how Salesforce helps companies:

• Deploy autonomous AI agents with Agentforce: agents that understand intent, reason over trusted data, and take action, resolving requests end-to-end across web, messaging, and voice, 24/7.
• Build a hybrid human + AI workforce: AI agents handle routine work and hand off to human reps with full context. Agentforce assists reps with case summaries, recommended replies, and next-best actions.
• Go headless: Service Cloud’s data, workflows, and governance are available through open APIs and MCP, so service teams and AI agents can work from Slack, AI assistants, or any interface they choose.
• Run world-class service operations: case management, SLAs, omni-channel routing, and a unified contact center on one platform.
• Ground every answer in trusted data: Data 360 and the Einstein Trust Layer give every human and AI agent real-time customer context, securely.
• Extend service to self-service and the field: AI-powered help centers, portals, and Field Service for first-visit resolution.

Your Impact

• Act as the trusted pre-sales advisor and Service Cloud and Agentforce SME for account teams.
• Lead discovery sessions and identify where AI agents can deliver the most value in a customer’s service operation.
• Build and deliver tailored demos, prototypes, and proofs of concept, including Agentforce agents built live for the customer’s use cases.
• Create business value cases tied to outcomes like cost to serve, autonomous resolution rate, CSAT, and productivity.
• Position Salesforce against competitors and evangelize the agentic enterprise at workshops, events, and executive briefings.
• Partner with Professional Services and partners so customers move smoothly from sale to delivery.

What You Bring

• 5+ years in pre-sales, solution engineering, or another customer-facing technical role in customer service, contact center, or CRM.
• Hands-on Service Cloud and Agentforce skills for building demos and prototypes; Salesforce and Agentforce certifications are a plus.
• Strong understanding of AI concepts (LLMs, prompt design, RAG, autonomous agents, MCP) and the ability to explain them in business terms.
• Understanding of integrations, APIs, headless architectures, data platforms, and CCaaS ecosystems.
• Excellent storytelling and presentation skills, from technical deep dives to C-level conversations.
• Fluency in Portuguese required; English and Spanish a plus.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.