FDE Voice - Italy

Momentum; Lombardia; Hybrid; EUR 60,000 - 100,000; Full time

Job summary

Salesforce in Lombardia is seeking a Forward Deployed Engineer to design, build, and deploy AI-powered voice experiences in production. You will own end-to-end delivery, collaborating with customers, Product, and the wider EMEA South team to translate field learnings into reusable patterns and assets.

You will work with Agentforce Voice, Service Cloud Voice, and telephony integrations, ensuring latency, call flow, multilingual performance, and robust escalation to human agents while helping

Qualifications

• 3+ years of software engineering or delivery experience with a production system
• Degree in Computer Science or a related field
• Prior customer-facing technical delivery experience is required

Responsibilities

• Develop AI agents and experiences for real organisations in production
• Design agent intelligence: prompts, reasoning, tool calls, and integration with customer systems
• Own technical components end-to-end from architecture to deployment
• Build and integrate data pipelines on Salesforce Data 360, Snowflake, Databricks
• Build and maintain agent performance dashboards and KPI reporting
• Contribute to proofs-of-concept and MVPs for rapid deployment
• Co-build alongside customers and partners, sharing best practices
• Surface platform gaps and field insights to engineers and product team
• Partner with Deployment Strategist to translate challenges into solutions

Skills

Software engineering

Technical delivery

Python/JS/Java

LLMs & prompt engineering

Customer-facing delivery

Education

Bachelor's degree in Computer Science or related field

Tools

Agentforce Voice

Service Cloud Voice

Salesforce Data 360

Snowflake

Databricks

Job description

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