Lead, Specialist SE

Deploy autonomous AI agents with Agentforce: agents that understand intent, reason over trusted data, and take action, resolving requests end-to-end across web, messaging, and voice, 24/7.

Build a hybrid human + AI workforce: AI agents handle routine work and hand off to human reps with full context. Agentforce assists reps with case summaries, recommended replies, and next-best actions.

Go headless: Service Cloud’s data, workflows, and governance are available through open APIs and MCP, so service teams and AI agents can work from Slack, AI assistants, or any interface they choose.

Run world-class service operations: case management, SLAs, omni-channel routing, and a unified contact center on one platform.

Ground every answer in trusted data: Data 360 and the Einstein Trust Layer give every human and AI agent real-time customer context, securely.

Extend service to self-service and the field: AI-powered help centers, portals, and Field Service for first-visit resolution.

Act as the trusted pre-sales advisor and Service Cloud and Agentforce SME for account teams.

Lead discovery sessions and identify where AI agents can deliver the most value in a customer’s service operation.

Build and deliver tailored demos, prototypes, and proofs of concept, including Agentforce agents built live for the customer’s use cases.

Create business value cases tied to outcomes like 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 so customers move smoothly from sale to delivery.

5+ years in pre-sales, solution engineering, or another customer-facing technical role in customer service, contact center, or CRM.

• Hands-on Service Cloud and Agentforce skills for building demos and prototypes
• Salesforce and Agentforce certifications are a plus.

Strong understanding of AI concepts (LLMs, prompt design, RAG, autonomous agents, MCP) and the ability to explain them in business terms.

Understanding of integrations, APIs, headless architectures, data platforms, and CCaaS ecosystems.

Excellent storytelling and presentation skills, from technical deep dives to C-level conversations.

• Fluência em português obrigatória
• inglês e espanhol serão um diferencial.