Principal Agentforce Solution Engineer

About Salesforce

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.

Agentforce is a transformational technology being delivered as part of Salesforce’s deeply unified platform. It is providing organisations with the opportunity for unlimited digital labour to provide on-demand experts everywhere, eliminate low value, repetitive tasks being carried by humans, eliminate delays and waits for engagement across all processes and channels and enable limitless growth.

We are combining the unmatched trust, security, scope, scale and capability of the Salesforce platform with the power of generative AI, RAG, reasoning engines, workflow, automation and data to enable our customers to deliver agentic AI value that goes far beyond the standalone use of LLM’s.

We are also changing our commercial model and adding a consumption based approach that aligns with the way in which we expect our customers to realise value from Agentforce. As a result of all of these factors, we are adapting parts of our sales engagement approach to accommodate an increased demand from our customers to see the impact of Agentforce on their existing Salesforce deployments through Proof of Concept (POC) and Proof of Technology (POT) engagements. We are creating a dedicated team of Agentforce experts that will scope and deliver these engagements, working full time with customers to help them realise their Agentic AI vision through real experience of what is possible using Salesforce technology.

Role Description

The Agentforce Solution Engineer role will be crucial in bridging the gap between describing the potential for Agentforce and then allowing customers to experience how it will work in their environment and with their data though a Proof of Concept engagement. The role combines a deep knowledge of the core Salesforce platform, Data Cloud and Agentforce to build agentic solutions to multiple use cases across many different industries and business processes. You will lead the qualification, review, scoping, planning, delivery and value assessment stages of the POC, working in a pre-sales capacity with the wider account team to demonstrate the impact of Agentforce. In some cases, the use case(s) scope will involve support from the wider Solution Engineering organisation, especially the dedicated Data Cloud and Technical Architect teams. It will also involve collaboration with the new Consumption Lead roles for Data Cloud, the Agentforce Success Engineer role and the Professional Services AI Practice.

The purpose of a POC is to demonstrate how Agentforce can deliver against a set of agreed use cases and success criteria that are defined collaboratively with our customers. As part of the engagement you will build and champion positive relationships to help the customer progress their Agentforce evaluation journey and understanding of how and where they will see value. You will be a trusted advisor to our customers, guiding them through the emerging AI solutions and ensuring they realise the full value of the platform. You will be an evangelist for Agentforce, looking for new opportunities for agents to enhance our customers’ business processes and their customer interactions. As a constant learner, you will be continuously adding to your own knowledge and experience, including a broader view on the AI landscape and the Salesforce Agentforce, Data Cloud and Platform roadmap.

Primary Responsibilities

• Qualification - working with the SE leadership and account team, you will assist in evaluating POC requests and qualifying their suitability for a POC. This will be based on multiple factors including commercial opportunity, use case viability, scope and complexity, engagement delivery timescales and effort, customer commitment and support.
• Scoping - you will lead the scoping of the POC, based on internal and external discovery to define the use cases and the associated criteria that will determine when the POC is a success.
• Planning - you will be responsible for constructing an achievable and viable delivery plan, including identification of additional resources that may be needed. This will include resources needed from the customer. Some engagements may have partners involved. The maximum duration of a POC is expected to be 4 weeks.
• Delivery - you will be the primary delivery resource, working ‘hands-on’ in the allocated environment to configure the necessary parts of the platform against the defined use cases and success criteria. You will be expected to work collaboratively with resources from the customer so that they can see and understand the ease of use associated with building agents in Agentforce. This will involve defining Agents, Topic and Actions, including the creation and optimisation of instructions and prompt engineering strategies. This also includes building guardrails to govern the agent behaviour. There is no requirement for detailed documentation but you will be expected to create assets such as presentations that describe the work undertaken, including decisions on design and architecture.
• Playback and Value Alignment - on completion of the POC you will be responsible for leading the playback session(s) to the customer that will demonstrate the agents and supporting capabilities in action and show how they address the agreed use cases and meet the defined success criteria. You will also work with the wider account team to support the creation of a value alignment proposal that can be used to show the commercial and operational impact that will be gained from using these capabilities.
• Learning and Process Improvement - following the successful completion of each POC you will review the process and what you have learnt from it in order to enhance and optimise future engagements for yourself and colleagues in the same role. This will include the creation of reusable assets and internal technical documentation.

In addition to this you will also be expected to carry out the following activities:

• Building relationships with customers, across both business and IT, to ensure alignment with mutually beneficial goals and overall customer success.
• Providing SE leadership with regular progress updates on the POCs and other activities, including any issues, blockers or other factors that need to be addressed.
• Working with your manager to ensure your own continued learning and development, across both product and soft skills.
• Feed back to internal Salesforce product teams on product capabilities, enhancements, issues encountered as part of the process.

Experience And Requirements

This role requires significant Salesforce Platform, Agentforce and Data Cloud expertise. You will be expected to have a minimum of 5 years experience working at a technical level with the Salesforce core platform. You will have demonstrable Agentforce configuration experience. You will have worked with Data Cloud and be able to demonstrate how it works with Agentforce. You will have multiple Salesforce certifications including Admin, App Builder, Platform Developer I, AI Specialist, Data Cloud Consultant. Additional consideration will be given to candidates with Platform Developer II and further Architect certifications including Integration Architect, Data Architect and Development Lifecycle and Deployment Architect. You will have experience of working with one or more cloud based data platforms including Snowflake, DataBricks, Redshift or Big Query. You may have additional technical skills in AI, specifically generative AI, Large Language Models, agent based frameworks and prompt engineering as well as software development languages such as Python and Javascript. You will have worked in a Salesforce delivery capacity, within a customer, as part of a Salesforce Partner SI delivery team or within Salesforce Professional Services. You will have direct experience of delivering solutions on the Salesforce Platform. Pre-sales experience is not mandatory, but experience of working in a sales environment will be beneficial. You will have experience in one or more industries such as Financial Services, Manufacturing, Consumer Goods, Retail, Energy & Utilities. You will be self-motivated, experienced in customer engagements and interactions, have excellent time management and organisational skills. You will be used to working and collaborating as part of multiple teams and able to prioritise your time effectively. You will have strong problem solving and analytical skills. These will be needed to help overcome technical hurdles encountered during the POC delivery. You will have excellent presentation skills and be able to adapt your interaction style to a wide range of scenarios involving both technical and non-technical audiences, especially being able to explain complex technical concepts in business-friendly terms. You may be required to travel to customer locations to work on-site for some engagements.