Salesforce · 1 day ago
Agentic Experience Specialist, Salesforce Platform (Multiple Levels)
United States
Full-time
Remote
Mid, Senior Level
$143K/yr - $307K/yrSalesforce is the #1 AI CRM, where humans with agents drive customer success together. As an Agentic Experience Specialist, you will be at the forefront of the evolution of user experience, specializing in crafting natural, effortless, and intuitive interactions between users and AI systems on the Salesforce platform.
Artificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
Responsibilities
Collaborate directly with customers to understand their unique business needs and current experience to design AI-driven solutions that optimize workflows while maintaining high customer satisfaction
Conduct deep user research, including contextual inquiry, surveys, and analysis of existing chat and call transcripts, to understand user needs, behaviors, and pain points
Synthesize research findings into user personas and 'as-is' journey maps to identify opportunities for improvement within the customer experience
Lead the design of next-generation conversational AI interfaces for the Salesforce platform, ensuring they are intuitive, human-centered, and aligned with the customer brand's voice
Define the AI agent's persona and design comprehensive sample dialogue flows and conversation maps
Focus on the design and implementation of voice interfaces, making them natural, empathetic, and responsive
Create conversational prototypes using tools like Voiceflow or Botsociety to visualize, test, and refine interaction flows early in the design process
Design and execute conversation-specific test cases covering end user personas, flows, edge cases, and error scenarios
Use a 'Truth Curve' approach, using continuous testing and learning cycles to validate hypotheses with data rather than assumptions
Use WOZ (Wizard of Oz) testing approaches to rapidly test and collect feedback on desirable sample dialogues
Work closely with cross-functional teams—including customers, engineering, product management, and customer success—to ensure the successful implementation of conversational agents on the Salesforce platform
Develop and maintain comprehensive design documentation to serve as a single source of truth for the AI's behavior
Analyze user feedback and live conversational data to identify pain points and opportunities for continuous improvement
Use data analytics to continuously refine the user experience, ensuring AI models evolve with customer demands
Qualification
Required
Deep understanding of conversation design principles, NLU concepts (intents, utterances, entities), behavioral design, RAG (Retrieval-Augmented Generation), user experience design and human-to-human communication
Strong user research and empathy skills, with a proven ability to design customer-centric AI solutions that focus on personalization and usability
Experience with conversational prototyping tools (e.g., Figma) and familiarity with prompt engineering for Large Language Models (e.g. effective prompt design techniques to drive desirable Large Language Models (LLMs) responses across a variety of use case scenarios)
Experience with Salesforce products, particularly Service Cloud, Einstein, Salesforce Flow, and Salesforce Voice, with a strong understanding of AI-powered automation
Excellent writing and dialogue scripting abilities with a focus on clarity and brand alignment, paired with strong collaboration skills to work with cross-functional teams
Ability to interpret conversation data and analytics to measure the success of interfaces and drive improvements
Experience consulting directly with customers, with minimal oversight, and strong comfort presenting to varying levels of leadership and working teams using effective storytelling methods
Preferred
Relevant certifications and/or experience in conversation design, AI voice interfaces, Salesforce Voice, Salesforce Strategy Design, Salesforce UI Design, Salesforce Lightning Design Systems 2.0 etc
Experience engaging with C-level executives to define AI and UX strategies for large-scale projects
Proven ability to both create and facilitate experience-based design workshops with customers to gather insights, shape product offerings, and drive rapid customer decision-making
Working understanding of agent-to-agent / agent-to-human ecosystems and familiarity with designing desirable hand-offs (for end users and customer employees)
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
Founded in 1999
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
CEO & Chairperson, Salesforce India and South Asia
Marc Benioff
Chair & CEO
Recent News
2026-01-06
2026-01-06
Company data provided by crunchbase