Principal Solution Engineer - AI + Service Cloud
Description
The Service Cloud Solution Engineer is responsible for presenting 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 leverage their technical and/or sales skills, including the ability to solicit business requirements, develop a technical sales strategy, configure and effectively demonstrate the solutions that address these requirements and demonstrate business value.
The Solution Engineer will develop and manage programs designed to accelerate the growth of the Service Cloud business. The Service Cloud Solution Engineer will collaborate on cross functional initiatives and with other international teams to move the business forward.
Responsibilities include:
- Evangelising Service Cloud value to customers (including c-level execs and IT) and field teams;
- Business requirements assessment and delivery of findings including key pain points, proposed solutions to meet business needs, and ROI where applicable;
- Development of a technical sales strategy; Convey confidence in using AI within cloud based applications;
- Configuring and effectively 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;
- Execute 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 pain points;
- Ability to work as part of a team to solve technical problems in varied environments;
- Ability to multi-task, work in a demanding team environment, understand and be responsive solutions creatively to establish a differentiated architecture and solution;
- Previous experience as a Sales Engineer/Architect for a CRM/AI company or similar technology;
- Willingness to travel (up to 50% depending on location and assigned teams);
- 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, Aspect, Genesys, Avaya, Cisco, Verint, NICE, Cognigy, Ada, Calabrio, Playvox);
- Field-service applications experience is beneficial (Click Software, IFS, ServiceMax, TOA);
- Back-office / ERP system understanding – order management, accounts receivable/payables, collections, contracts (service), installed base;
- Basic experience/understanding of HTML/CSS and other web based technologies is an advantage;
- Workflow / BPM / integration experience.
At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples, people of all ages, people living with a disability, LGBTIQ+ candidates, and people from multi-cultural backgrounds. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information.
