Service Cloud Solution Engineer
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 is to serve as a subject‐matter expert in the customer service domain, aligning Service Cloud solutions to each customer's business needs and demonstrating the tangible value the platform delivers.
Key Responsibilities
* Advocate for the value of AI‐powered Service Cloud solutions to customers, including C‐level executives and IT stakeholders, and to internal teams.
* Assess business requirements, identify pain points, recommend solutions, and quantify potential ROI.
* Develop and execute technical sales strategies that showcase confidence in AI‐driven cloud applications.
* Configure and deliver tailored solution demonstrations aligned to each customer's business context.
* Lead or support technical proofs of concept (POCs) and hands‐on workshops.
* Design and propose solution architectures, including integrations with contact center infrastructure, back‐office systems, and workflow processes.
* Collaborate effectively within a matrix organization, partnering with 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 center 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 organization.
* 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 center technologies, including telephony, messaging, workforce optimisation, and AI‐driven agents.
* Understanding of back‐office/ERP systems such as order management, billing, and contracts.
* Experience with workflow, BPM, or system integrations.
Equal Employment Opportunity Statement
Salesforce is an equal opportunity employer and maintains a policy of non‐discrimination with all employees and applicants for employment. All personnel, regardless of 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, will be assessed on the basis of merit, competence and qualifications. This policy applies throughout the entire employment journey and to all aspects of recruitment, hiring, assignment, compensation, promotion, training, performance evaluation, and termination.
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