Job Category
Sales
Job Details
About Salesforce
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.
Role Overview
The Service Cloud Solution Engineer plays a critical role in showcasing tailored Service Cloud solutions to customers and prospects. This role requires a combination of thought leadership, technical expertise, and business acumen, along with the ability to build credibility and strong relationships. The primary goal of our team is to serve as subject matter experts in the customer service domain, aligning Service Cloud solutions to each customer's business needs and clearly demonstrating the meaningful value the platform delivers.
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.
Key Responsibilities
* Advocate for the value of AI-powered Service Cloud solutions to customers (including C-level executives and IT stakeholders) and internal teams
* Assess business requirements and present findings, including key pain points, recommended solutions, and potential ROI
* Develop and execute technical sales strategies, demonstrating confidence in AI-driven cloud applications
* Configure and deliver tailored solution demonstrations aligned to each customer's business context
* Lead or support technical proof of concepts (POCs) and hands-on workshops
* Design and propose solution architectures, including integrations with contact centre infrastructure, back-office systems, and workflow processes
* Collaborate effectively within a matrix organisation, including Account Executives, Service teams, activation resources, and implementation partners
* Deliver enablement initiatives such as webinars, best practices, and knowledge-sharing sessions
Required Skills
* Strong understanding of contact centre operations and processes
* Curiosity and drive to uncover and understand customer challenges
* Proven ability to collaborate and solve technical problems in diverse environments
* Strong multitasking skills and the ability to perform in fast-paced, team-oriented settings
* Experience as a Sales Engineer, Solution Architect, or similar role within a CRM or AI-focused organisation
* Willingness to travel (up to 50%, depending on location and team requirements)
* Knowledge of cloud technologies, AI landscape, and related applications
* Hands-on experience with application configuration and adapting solutions to customer needs
* Ability to work independently, manage deadlines, and take ownership of complex problems
Desired Skills
* Familiarity with Service Cloud products, digital channels, and telephony solutions
* AI-first mindset with the ability to quickly learn and apply emerging technologies
* Experience in AI, automation, generative AI strategies, and LLM-based autonomous agents
* Experience with customer service platforms such as Zendesk, ServiceNow, Microsoft Dynamics, Intercom, Oracle, Pegasystems, or HubSpot
* Exposure to contact centre technologies, including telephony, messaging, workforce optimisation (WFO/WFM), and AI-driven agents (e.g., Amazon Connect, Genesys, Cisco, NICE, Verint)
* Understanding of back-office/ERP systems such as order management, billing, and contracts
* Experience with workflow, BPM, or system integrations
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. 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.
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