Agentic Experience Specialist, Platform; Levels

Position: Agentic Experience Specialist, Salesforce Platform (Multiple Levels)
Location: Indianapolis

Agentic Experience Specialist, Salesforce Platform (Multiple Levels)

About Salesforce – Salesforce is the #1 AI CRM, where human agents drive customer success together. The company focuses on innovation, trust, and empowerment, encouraging Trailblazers to improve business and the world using AI and data.

About

The Role

As an Agentic Experience Specialist, you will lead the creation of natural, intuitive interactions between users and AI systems on the Salesforce platform. Your work will shape conversational AI interfaces, ensuring they are context‑aware, brand‑aligned, and human‑centered.

Your Impact

• User Understanding & Customer Strategy:
  Collaborate directly with customers, conduct user research, and develop personas and journey maps to uncover opportunities for AI‑driven workflow improvements.
• Conversation & Interface Design:
  Define AI personas, design dialogue flows, and create voice interfaces that feel natural and empathetic.
• Prototyping & Testing:
  Build prototypes with Voiceflow or Botsociety, perform continuous testing, and refine designs using data‑driven insights.
• Collaboration & Implementation:
  Work cross‑functionally (customers, engineering, product, success) to implement conversational agents and maintain comprehensive design documentation.
• Monitoring & Optimization:
  Analyze feedback and live data to iterate on the user experience and keep AI models aligned with evolving customer needs.

Required Qualifications

• Deep knowledge of conversation design, NLU concepts, behavioral design, and user experience principles.
• Strong user research and empathy skills; proven ability to design customer‑centric AI solutions.
• Experience with conversational prototyping tools (e.g., Voiceflow, Figma) and prompt engineering for large language models.
• Hands‑on experience with Salesforce products, particularly Service Cloud, Einstein, Flow, and Voice.
• Excellent writing and dialogue scripting, with a focus on clarity and brand alignment.
• Ability to interpret conversation data and analytics to drive improvements.
• Consulting experience with customers, presenting to leadership, and using storytelling to influence decisions.

Preferred Qualifications

• Relevant certifications or experience in conversation design, AI voice interfaces, Salesforce Voice, strategy design, or Lightning Design Systems.
• Experience engaging C‑level executives to define AI and UX strategies for large‑scale projects.
• Proven ability to facilitate experience‑based design workshops with customers.
• Working understanding of agent‑to‑agent/human ecosystems and designing hand‑offs.

Unleash Your Potential

When you join Salesforce, you’ll have limitless opportunities across all areas of your life. We provide benefits and resources to help you balance and be your best, while our AI agents accelerate your impact.

Accommodations

If you require assistance due to a disability when applying for open positions, please submit a request via the Accommodations Request Form.

Posting Statement

Salesforce is an equal‑opportunity employer committed to a workplace free from discrimination. All applicants are assessed on merit, competence, and qualifications without regard to protected characteristics. Recruiting, hiring, and promotion decisions are fair and based on merit.

Salary & Compensation

In the United States, compensation ranges for this position vary by location:

• California – $157,600 to $334,600
• Illinois – $143,300 to $306,600
• Maryland – $157,600 to $306,600
• Washington – $143,300 to $306,600
• New York – $157,600 to $334,600
• Massachusetts – $143,300 to $306,600

Benefits include paid time off, medical, dental, vision, mental health support, parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. #J-18808-Ljbffr