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FDE Voice - Italy
salesforce.com Italy S.r.l.
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted 13 days ago
About this role
*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 Sales 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. 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. The Experience Production experience required. Builder mindset non-negotiable. The FDE Voice is a hands-on Forward Deployed Engineer role with a special focus on Voice. In this role, you will work directly with customers to design, build, and deploy AI-powered voice experiences in production, using Agentforce Voice, Service Cloud Voice, and contact center telephony integrations. You will own the full delivery cycle, from discovery and solution design to configuration, testing, and go-live, and you will be responsible for voice-specific quality, including latency, call flow logic, interruption handling, multilingual performance, and seamless escalation to human agents. You will act as a direct bridge between customers and the Voice Product team: sharing structured feedback from live deployments, raising product gaps and feature requests, contributing to roadmap discussions, and participating in early access programs and pilots to validate new capabilities in real customer environments. Working closely with customer teams, Product, and the wider EMEA South FDE team, you will turn field learnings into reusable voice patterns and assets that accelerate future deployments. What You'll Actually Be Doing * Develop AI agents and experiences that take real actions for real organisations. Our solutions are in production at some of the largest enterprises on the planet. The work matters because the customers depend on it. * Design agent intelligence: prompts, reasoning, tool calls, and integration with customer systems, leveraging our Agentic AI platform and current LLM techniques. * Own technical components end-to-end: from architecture choice to deployed, validated, and observable in production. * Build and integrate data pipelines on Salesforce Data 360, Snowflake, Databricks, and customer data platforms. Model the data, ship the pipeline, and validate the output. * Build and maintain agent performance dashboards and customer KPI reporting to track deployment health and business outcomes. * Contribute to proofs-of-concept and MVPs that move from sketch to deployable in days, not months. * Co-build alongside customers and partners, sharing best practices and enablement as you go. Leaving teams more capable after each engagement than before. * Surface platform gaps, edge cases, and field insights to senior Engineers and the product team. Your real-world experience is the product feedback loop. * Partner with the Deployment Strategist in your pod to translate customer business challenges into agentic solutions that actually ship. You're Our Person If... * You have 3+ years of software engineering or technical delivery experience, with at least one production system you'd be proud to walk us through - ideally in an AI tech stack, full-stack development, or working with frontier models. * You have a degree in Computer Science or a related field * You have prior customer-facing technical delivery experience (consulting, professional services, or forward deployed engineering) — this is a requirement, not a nice-to-have. * You're fluent in at least one of Python, JavaScript/TypeScript, Java, or Apex — and willing to add to that list as the work demands. * You've been hands-on with LLMs and prompt engineering. You can explain why a prompt failed and what you'd change. * You understand data modelling, APIs, and integration patterns deeply enough to design them, not just consume them. * You can hold your own in a room with sales teams and customer architects. * You ship quality code and evaluate AI outputs with engineering rigour. * You actively tinker with the evolving AI/data landscape — piloting new tools, experimenting with new models, and staying genuinely curious about what's coming next. * You thrive in the group chat that's building something, not just talking about it. * You're excited to travel ~25% of the time and work directly alongside customers. Even Better If... * Salesforce platform experience or certifications (Administrator, Platform Developer I, Agentforce Specialist) * Familiarity with agent frameworks (LangChain, LlamaIndex) and orchestration patterns * Hands-on with cloud data platforms (Snowflake, Databricks, BigQuery) * Experience across specialist AI delivery areas: data engineering, platform architecture, or headless deployments 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 and *be your best*, and our AI agents accelerate your impact so you can *do 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. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this [Accommodations Request Form](https://careers.mail.salesforce.com/accommodations-request-form?_ga=2.139086459.912759425.1690463420-976932181.1684251251). Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our [Candidate Privacy Statement](https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Privacy/salesforce-candidate-privacy-statement-december-2024.pdf) for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. [Know your rights: workplace discrimination is illegal.](https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal) Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is EUR 88.200 to EUR 117,900 annually. Italy CBA (Contratto collettivo nazionale di lavoro del commercio) (01/04/2015 - ) Quadri In addition to the base salary, this position may offer access to a range of additional benefits including an incentive component which is tailored by grade level. 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.