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Job Category
Customer Success
Job Details
The Agentforce Community Lead and Senior Technical Architect is a recognized expert and demonstrated thought leader in the technical and functional application of Agentforce for enterprise customer engagements. This role significantly influences the successful architecture and delivery of complex Agentforce projects, while driving expertise, knowledge sharing, and community growth within the CSG Professional Services team.
This senior-level position sits within CSG Professional Services, on the Data Excellence team. Its functions are split equally between delivery and internal employee enablement, whereby half of the role is customer-facing and involves serving Salesforce’s enterprise Agentforce customers as a technical advisor, and the other half is spent on enabling CSG employees on Agentforce by providing technical expertise; documenting reference architecture; building reusable tools, assets, and patterns; running live enablement sessions; and providing from-the-field feedback (Voice of the Customer) to the Product and Engineering organizations to contribute to product enhancements.
KEY RESPONSIBILITIESCommunity Strategy & Growth: Develop and execute a strategy to build, grow, and foster a vibrant community of Agentforce practitioners within Professional Services.
Customer Project Delivery: Spend approximately 50% of the time as a billable individual contributor on strategic Professional Services customer engagements, leveraging deep Agentforce expertise to design and implement solutions.
Enablement Content & Delivery: Create and maintain an evolving library of enablement content, including documentation, guides, templates, and reusable assets related to Agentforce solution design, implementation patterns, and recommended approaches.
Training & Workshops: Design and deliver live enablement sessions, webinars, lunch 'n learn events, and Ask Me Anything (AMA) sessions to scale Agentforce knowledge across the organization.
Certification Support: Develop and run initiatives to support CSG employees in achieving Agentforce certifications (e.g., Salesforce Agentforce Specialist and Agentblazer Innovator/Legend).
Community Engagement: Actively engage with the internal community through channels like Slack, answering technical questions, providing guidance, and facilitating peer-to-peer knowledge sharing.
Knowledge Repository: Maintain and curate a central repository for Agentforce knowledge, resources, and successful project patterns.
Measure Impact: Determine and track program measurement strategies to understand the reach and impact of community enablement initiatives within the Delivery organization.
Voice of the Customer: Gather and synthesize feedback from the community and project experiences to provide insights back to Product and Engineering teams.
QUALIFICATIONS & SKILLSPractical, hands-on, real-life Agentforce experience guiding customers on the use of the technology.
Salesforce Agentforce Specialist certification and Agentblazer Legend status is required.
Experience creating and delivering technical enablement content and training for technical audiences.
Experience with AI-related data integration technologies and concepts, including MCP, RAG and vector databases, search indexes, and knowledge bases, specifically how they apply to grounding Agentforce solutions with enterprise data.
Comprehensive and current knowledge of the rapidly evolving LLM (Large Language Model) landscape, including understanding the specifications, strengths, weaknesses, and ideal application scenarios of major foundational models, the tooling ecosystem, and the state of frontier models relevant to enterprise AI deployments.
Experience working in a customer-facing role within professional services or consulting.
Excellent written and verbal communication skills, with the ability to clearly articulate complex technical concepts.
Proactive, self-sufficient, and professional attitude.
Knowledge of Salesforce products and well-versed in Salesforce technology (Sales Cloud, Service Cloud, Data 360 experience is beneficial).
Experience designing and facilitating workshops.
Ability to excel on multiple client engagements (typically 1-2) at once, while still being engaged in the Agentblazer community that you lead.
BA/BS degree or foreign equivalent in a technical or related field.
Willingness to travel when needed (expected to be less than 10%).
REQUIRED QUALITIESPASSION: Passionate about Customer Success.
BEGINNER'S MIND: Always learning; approaches each interaction with an open mind; great listener and hands-on.
LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships.
COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence.
STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message.
TEAM PLAYER: Proficient at collaboration and working with members of a team.
URGENCY: Ability to move fast and drive business value and results.
TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability.
ADAPTABLE: Excels in high levels of uncertainty and change.
COMMUNITY CHAMPION: Leads internal initiatives; actively contributes to the Community’s knowledge and resource base
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 andbe your best, and our AI agents accelerate your impact so you cando 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.
