Product Forward Deployed Engineer, ITSM & CCaaS (Senior/Lead/Principal)

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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.

Note: By applying to the Product Forward Deployed Engineer (FDE) posting, recruiters and hiring managers across the organization hiring for Forward Deployed Engineers will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams for various products including but not limited to IT Service Management and Agentforce Contact Center. Positions available at all levels: Mid, Senior, Lead and Principal.

We're Salesforce, 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. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

The Product Forward Deployed Engineering (FDE) team is Salesforce's zero-to-one engine for new agentic product innovation. We embed directly with our most strategic customers to validate emerging AI capabilities, harden the platform under real-world conditions, and transform every field insight into repeatable patterns that shape the product roadmap.

Most technical roles ask you to implement what already exists. This role asks you to define what comes next. You'll work with AI features before they're named, solve problems before there are playbooks, and build the artifacts that the rest of the field will use for years. Your work doesn't just help one customer - it hardens the agentic platform for every customer that comes after.

The ideal candidate brings high agency and self-motivation to ambiguous, high-stakes environments. You thrive when there's no established answer, move fast without losing rigor, and treat every customer engagement as a learning opportunity that makes the platform better for everyone. You're endlessly curious, quick to adapt, and energized by problems that haven't been solved yet.

Research & Field Validation

• Validate and stress-test pilot features with customers, identifying platform gaps and feeding structured findings back to Technology & Product

• Conduct feasibility research on novel use cases - determining what's possible, what's not, and what needs to change in the product to get there

• Co-develop hypotheses with Technology & Product and design experiments to validate them in the field

• Document and escalate critical engineering issues with detailed evidence packages to accelerate resolution for global product

Customer Engagement

• Lead technical engagement of new, emerging products and features

• Embed directly with customer teams to deeply understand product-market fit to inform solutions that solve real problems at scale for the global platform

• Run rapid prototyping and POC cycles to validate technical feasibility

• Serve as the primary technical advisor and escalation point for customers during field validation

• Build reusable accelerators, playbooks, and reference architectures that address critical product gaps and directly shape the agentic platform roadmap

• Partner directly with Product Managers and Engineers to influence roadmap priorities based on evidence captured directly from customers

• Represent the voice of the customer in internal product discussions and planning cycles

• Analyze competitive landscape to identify and validate Salesforce's key differentiators - informing both field engagements and product feedback loops

• Produce thought leadership, best practices, and enablement content that raises the bar for new product releases across the Salesforce community

• 7+ years of hands-on engagement in enterprise software or SaaS environments, with a strong foundation in Computer Science, Engineering, or a related discipline

• Demonstrated experience deploying AI/LLM-based solutions - including agentic frameworks, prompt engineering, and retrieval-augmented generation (RAG)

• Deep expertise in enterprise data architecture, security, and integrations, including REST/GraphQL APIs, SaaS platform architecture, and common data integration patterns

• Proficiency in one or more programming languages (Python, JavaScript, Apex, or Java)

• Strong diagnostic and problem decomposition instincts - able to pinpoint whether a failure is a product bug, a configuration error, or a data issue, even in low-documentation environments

• Exceptional written communication skills: able to document builds, failures, and field observations in structured form that Product & Engineering can act on without a follow-up call

• Experience with product telemetry and observability analysis to identify platform patterns and surface actionable insights

• High agency, self-motivation, and agility quotient - you thrive in ambiguous, high-stakes environments, operate without a playbook, and default to experimentation and fast iteration over certainty, treating every challenge as an opportunity to learn and evolve

• Ability to travel 20-30% to customer sites and company engagements

• Prior experience in an forward deployed engineering, solutions engineering, or embedded technical advisory role

• Expertise in enterprise ITSM concepts: Service Request & Incident Management, Change Management, Knowledge Management, and Omnichannel Routing

• Expertise in enterprise CCaaS concepts: Voice & Digital Channel Management, IVR/IVA Design, Intelligent Routing, Workforce Management, and Omnichannel Orchestration

• Hands-on experience with SIP/VoIP protocols, telephony infrastructure, and CTI integrations

• Hands-on experience with Salesforce CRM, Supply Chain Management, ERP platforms, or comparable enterprise systems

• Experience with Salesforce Data 360, Agentforce platform, and/or MuleSoft

• Experience with Salesforce Flows and Lightning Web Components (LWC)

• Salesforce platform certifications (e.g., Service Cloud Consultant, Administrator, Platform Developer I, Architect)

• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Helix ITSM

• Experience with CCaaS platforms such as Genesys, NICE CXone, Amazon Connect, or Cisco Webex Contact Center

• ITIL 4 Foundation Certification

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.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

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