Lead Specialist Solution Engineer

About the role

As a pre‑sales Specialist Solution Engineer on the Service team, you will be the subject‑matter expert for Service Cloud and Agentforce, helping customers envision an AI‑augmented service organization through discovery, storytelling, demos, and proofs of concept.

Key responsibilities

• Act as the trusted pre‑sales advisor and SME for Service Cloud and Agentforce for account teams.
• Lead discovery sessions, build tailored demos, prototypes, and live Agentforce agents for customer use cases.
• Create business value cases tied to outcomes such as 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 to ensure smooth transition from sale to delivery.

Required profile

• 5+ years in pre‑sales, solution engineering, or a customer‑facing technical role within customer service, contact center, or CRM.
• Hands‑on experience with Service Cloud and Agentforce; certifications are a plus.
• Strong understanding of AI concepts (LLMs, prompt design, RAG, autonomous agents, MCP) and ability to explain them in business terms.
• Fluency in Portuguese required; English and Spanish a plus.

Required skills

• Service Cloud
• Agentforce
• AI concepts: LLMs, prompt design, RAG, autonomous agents, MCP
• Integrations, APIs, headless architectures
• Data platforms and CCaaS ecosystems