Specialist Solution Engineer

Are you a technically-minded, courageous communicator with a startup mentality and a passion for innovation? Do you thrive in a fast-paced environment where you can build, scale, and evangelize cutting-edge solutions? The world of IT Service Management is changing and Salesforce is leading the charge by heavily investing in ITSM space. Salesforce has launched Agentforce IT Service, a next-generation ITSM solution built on the world's #1 Service Cloud. Unlike legacy tools trapped in "portal-to-ticket" workflows, Agentforce is agent-first, conversation-first, and workflow-driven - redefining how employees resolve issues through AI-powered, 24/7 conversational experiences.

This is your opportunity to be part of Salesforce's bold entry into the ITSM market - helping customers automate up to 80% of IT tasks end-to-end with the combined power of Agentforce, Data Cloud, and Einstein AI.

This Specialist Solution Engineer role sits within our Emerging Business Unit, focusing on products in a similar growth lifecycle phase. The EBOU's mission is to incubate, scale, and grow these solutions with a startup mindset. You'll operate as a subject matter expert, articulating the value of our solutions and their seamless integration within the broader Salesforce portfolio. This is a dynamic role where your ability to think outside the box, challenge the status quo, and identify solutions that drive sales will be key to our team's success.

Product Overview

As a Specialist Solution Engineer supporting Agentforce IT Service, you will be instrumental in demonstrating and evangelizing in these areas:

Our IT Service Management (ITSM) solution revolutionizes how employees get help and how IT teams deliver it. Built on the world's #1 Service Cloud platform, Agentforce IT Service replaces outdated "portal-to-ticket" systems with an agent-first, conversation-first, workflow-driven experience. You'll be selling a solution that helps companies:

• 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

support environment where employees and digital agents collaborate to solve

problems faster than ever before.

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

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We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.

Client-provided location(s): London, United Kingdom

Job ID: Salesforce-JR318077

Employment Type: FULL_TIME

Posted: 2025-12-17T20:30:25