Product Forward Deployed Engineer, Senior/Lead/Principal
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Job Description
Product Forward Deployed Engineer focusing on client engagement and AI solutions at Salesforce. Collaborating with teams to drive innovation in enterprise contact center environments.
Responsibilities:
- Research & Field Validation Deploy and stress-test pilot CCaaS features with customers, identifying platform gaps and feeding structured findings back to Technology & Product
- Conduct feasibility research on novel use cases — determining what's possible, what's not, and what needs to change in the product to get there
- Co-develop hypotheses with Technology & Product and design experiments to validate them in the field
- Document and escalate critical engineering issues with detailed evidence packages to accelerate resolution
- Lead technical engagement of new Agentforce CCaaS solutions — including Voice Agent deployments, SIP/telephony integration, intelligent routing, post-call automation, and omnichannel orchestration
- Embed directly with customer teams to deeply understand their operational environment and architect solutions that solve real problems at scale
- Run rapid prototyping and POC cycles to validate technical feasibility
- Serve as the primary technical advisor and escalation point for your customer portfolio
- Build reusable accelerators, playbooks, and reference architectures that address critical product gaps and directly shape the agentic platform roadmap
- Partner directly with Product Managers and Engineers to influence roadmap priorities based on evidence captured directly from customers
- Represent the voice of the customer in internal product discussions and planning cycles
- Analyze competitive landscape to identify and validate Salesforce's key differentiators — informing both field engagements and product feedback loops
- Produce thought leadership, best practices, and enablement content that raises the bar for new product releases across the Salesforce community
Requirements:
- 7+ years of hands-on engagement in enterprise software or SaaS environments, with a strong foundation in Computer Science, Engineering, or a related discipline
- Expertise in enterprise CCaaS concepts: Voice & Digital Channel Management, IVR/IVA Design, Intelligent Routing, Workforce Management, and Omnichannel Orchestration
- Hands-on experience with SIP/VoIP protocols, telephony infrastructure, and CTI integrations
- Demonstrated experience deploying AI/LLM-based solutions — including agentic frameworks, prompt engineering, and retrieval-augmented generation (RAG)
- Deep expertise in enterprise data architecture, security, and integrations, including REST/GraphQL APIs, SaaS platform architecture, and common data integration patterns
- Proficiency in one or more programming languages (Python, JavaScript, Apex, or Java)
- Strong diagnostic and problem decomposition instincts — able to pinpoint whether a failure is a product bug, a configuration error, or a data issue, even in low-documentation environments
- Exceptional written communication skills: able to document builds, failures, and field observations in structured form that Product & Engineering can act on without a follow-up call
- Experience with product telemetry and observability analysis to identify platform patterns and surface actionable insights
- High agency, self-motivation, and agility quotient — you thrive in ambiguous, high-stakes environments, operate without a playbook, and default to experimentation and fast iteration over certainty, treating every challenge as an opportunity to learn and evolve
- Ability to travel 20–30% to customer sites and company engagements
Benefits:
- time off programs
- medical, dental, vision, mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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