Specialist Solution Engineer - Service Cloud

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

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.

The Service Cloud Solution Engineer is responsible for communicating a tailored view of our Service product offerings (Service Cloud) to customers and prospects. The successful candidate should possess thought leadership, technical and business acumen, credibility and rapport. The primary goal of our team members is to remove all technical objections related to Service Cloud in the sales cycle and to highlight the business value that Service Cloud can bring to any business.

To accomplish this, the Solution Engineer must have a strong desire to use their technical and/or sales skills, including the ability to solicit business requirements, develop a technical sales strategy, configure and optimally demonstrate the solutions that address these requirements and demonstrate business value.

The Solution Engineer will develop and lead programs crafted to accelerate the growth of the Service Cloud business. The Service Cloud Solution Engineer will collaborate on multi-functional initiatives and with other international teams to move the business forward.

Responsibilities include:

• Promoting Service Cloud value to customers (including c-level execs and IT) and field teams;

• Business requirements assessment and delivery of findings including key difficulties, proposed solutions to meet business needs, and return on investment where applicable;

• Development of a technical sales strategy; Convey confidence in using AI within cloud based applications

• Configuring and optimally demonstrating our solutions in a way that closely reflects each customer’s business (tailored demonstrations);

• Discussing and proposing solution architecture that includes common call centre infrastructure integration, back-office system integration, and workflow process definition;

• Working well in a matrix organisation, including AE field sales, SE service executives and implementation partners;

• Implement enablement activities (Webinars, Best Practices, Knowledge Share, etc.)

• The Service Cloud Solution Engineer works closely with Field Sales teams and Service Cloud Account Executives, their peers, and product management to deliver the appropriate solution and establish credibility and trust with the customer.

Skills Required

• Deep functional understanding of call centre/contact centre operations and processes

• Curiosity and energy – ability to understand the customer’s true struggles

• Ability to work as part of a team to address technical problems in varied environments

• Previous experience as a Sales Engineer/Architect for a CRM/AI company or similar technology

• Knowledge of related applications, the AI landscape, and other cloud technology

• Application configuration experience (applied understanding of setup / configuration to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems Contact Centre related technology CRM solutions)

Skills Desired

• Understanding of the Service Cloud product suite and platform

• Interest or Experience in AI, automation, Generative AI Strategy and LLM-based Autonomous Agents

• Past experience with one or more of the following customer service solutions: Zendesk, ServiceNow, Live Person, RightNow, Microsoft Dynamics, Intercom, Siebel, Oracle, Pegasystems, Kana, Nuance

• Contact or call centre-based applications' experience is beneficial, including both telephony, Messaging, Autonomous Agents & WFO/WFM solutions (Amazon Connect, Vonage, Genesys etc)

Accommodations

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

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.