Overview
As a Specialist Solution Engineer supporting Agentforce IT Service, you will be instrumental in demonstrating and evangelizing in these areas:
* 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 environment.
Responsibilities
* Sell the Agentforce IT Service solution, articulating its value to customers.
* Act as a subject‑matter expert and evangelize the solution’s capabilities across technical and non‑technical stakeholders.
* Demonstrate the integration of Agentforce within the broader Salesforce portfolio.
* Relate product features to customer needs, particularly in IT and HR service contexts.
* Support the Emerging Business Unit in incubating, scaling, and growing these solutions with a startup mindset.
* Collaborate with sales and technical teams to define and execute on strategic accounts.
Qualifications
* Strong document automation experience (HighQ, HotDocs, Clarilis, document drafter, etc.).
* Technically‑minded, courageous communicator with a startup mentality.
* Passion for innovation and ability to thrive in a fast‑paced environment.
* Experience in AI‑powered conversational solutions is a plus.
* Hybrid working basis preferred; based in an award‑winning professional services organisation.
Location
Oxford, UK – based in our Oxford office within the Modern Workplace Team of Internal Technology. The team is responsible for the design, delivery, continual improvement, and support of the core services.
Company
Salesforce – the #1 AI CRM, where humans and agents drive customer success together. We are leading the charge in the ITSM space with Agentforce, an AI‑powered, conversation‑first solution built on the world’s #1 Service Cloud.
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