Overview
Job Category: Sales
Contract: Full time
Date: 3 weeks ago
City: Melbourne, Victoria
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work is changing and we are 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. The Service Cloud Solution Engineer is responsible for presenting a tailored view of our Service product offerings (Service Cloud) to customers and prospects. The primary goal is to remove technical objections related to Service Cloud in the sales cycle and highlight the business value Service Cloud can bring to any business.
The Solution Engineer should 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 solutions, and demonstrate business value. The Solution Engineer will develop and manage programs designed to accelerate the growth of the Service Cloud business and will collaborate across cross-functional initiatives and with international teams.
The Seniority level and exact responsibilities may evolve with business needs.
Responsibilities
- 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 ways that reflect each customer’s business (tailored demonstrations)
- Supporting/leading technical POCs and hands-on workshops
- 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 (setup/configuration to customer needs, work under tight deadlines, take ownership of problems related to Contact Centre technology CRM solutions)
Skills Desired
- Understanding of the Service Cloud product suite and platform, Digital Channels and Telephony
- Experience in AI, automation, Generative AI Strategy and LLM-based Autonomous Agents
- Experience with customer service solutions such as Zendesk, ServiceNow, LivePerson, RightNow, Microsoft Dynamics, Intercom, Siebel, Oracle, Pegasystems, Kana, Nuance, HubSpot
- Experience with contact/call centre-based applications, including telephony, Messaging, Autonomous Agents & WFO/WFM solutions (e.g., Amazon Connect, Vonage, Aspect, Genesys, Avaya, Cisco, Verint, NICE, Cognigy, Ada, Calabrio, Playvox)
- Field-service applications experience (e.g., 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
Advantages
We are pioneers of the Pledge 1% model, providing product, grants and community service to those in need. We are proud to be #1 in PEOPLE\'s Top 50 Companies that Care, and are on Fortune’s Change the World list. We provide every employee with 7 paid volunteer days off a year, and donation matching for all approved charitable donations. We provide other world-leading perks to all our employees, including:
- Health, Life, Trauma and Income Insurance
- Monthly Wellness Allowance
- Flexible Time off & leave policies
- Parental benefits
- Perks and discounts
Salesforce is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Reasonable accommodation is provided to participate in the job application or interview process. Please contact us to request accommodation.
At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples. See our Reconciliation Action Plan for more information.
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. Apply today to shape the future — and redefine what’s possible — for yourself, for AI, and the world.
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Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Know your rights: workplace discrimination is illegal. Salesforce recruitment, hiring, promotion decisions are fair and based on merit.
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📌 Solution Engineer | Service Cloud
🏢 Salesforce
📍 Melbourne