Product Forward Deployed Engineer, ITSM & CCaaS (Senior/Lead/Principal)

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Software Engineering Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Note: By applying to the Product Forward Deployed Engineer (FDE) posting, recruiters and hiring managers across the organization hiring for Forward Deployed Engineers will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams for various products including but not limited to IT Service Management and Agentforce Contact Center. Positions available at all levels: Mid, Senior, Lead and Principal. 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. About the Role The Product Forward Deployed Engineering (FDE) team is Salesforce's zero-to-one engine for new agentic product innovation. We embed directly with our most strategic customers to validate emerging AI capabilities, harden the platform under real-world conditions, and transform every field insight into repeatable patterns that shape the product roadmap. Most technical roles ask you to implement what already exists. This role asks you to define what comes next. You'll work with AI features before they're named, solve problems before there are playbooks, and build the artifacts that the rest of the field will use for years. Your work doesn't just help one customer — it hardens the agentic platform for every customer that comes after. The ideal candidate brings high agency and self-motivation to ambiguous, high-stakes environments. You thrive when there's no established answer, move fast without losing rigor, and treat every customer engagement as a learning opportunity that makes the platform better for everyone. You're endlessly curious, quick to adapt, and energized by problems that haven't been solved yet. Your Impact Research & Field Validation Validate and stress-test pilot 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 for global product Customer Engagement Lead technical engagement of new, emerging products and features Embed directly with customer teams to deeply understand product-market fit to inform  solutions that solve real problems at scale for the global platform Run rapid prototyping and POC cycles to validate technical feasibility Serve as the primary technical advisor and escalation point for customers during field validation Product Acceleration & Feedback Build reusable accelerators, playboo ... (truncated, view full listing at source)