Delivering Exceptional Customer Experiences: A Career in Service Engineering
Job Overview
* As a Service Engineer, you will play a pivotal role in empowering customers to unlock the full potential of our service solutions.
You will work closely with cross-functional teams to design and implement tailored service strategies that meet the unique needs of each customer. Your expertise in call centre operations and processes will enable you to assess business requirements and deliver actionable insights that drive business value.
Key Responsibilities:
* Elevate the value proposition of our service offerings to customers and field teams;
* Assess business requirements and deliver findings, including key pain points, proposed solutions and ROI where applicable;
* Develop technical sales strategies and convey confidence in using AI within cloud-based applications;
* Configure and effectively demonstrate our solutions to closely reflect each customer's business;
* Support/Lead Technical POCS and hands-on workshops;
* Discuss and propose solution architecture that includes common call centre infrastructure integration, back-office system integration, and workflow process definition;
* Work well in a matrix organisation with AE field sales, SE service executives and implementation partners;
* Execute enablement activities such as webinars, best practices, knowledge share, etc.
Required Skills and Qualifications:
* Deep functional understanding of call centre/contact centre operations and processes;
* Curiosity and energy to understand customer pain points;
* Ability to work as part of a team to solve technical problems in varied environments;
* Previous experience as a Sales Engineer/Architect for a CRM/AI company or similar technology;
* Knowledge of related applications, AI landscape, and other cloud technology;
* Application configuration experience;
* 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;
* 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, HubSpot;
* Contact or call centre-based applications experience is beneficial, including telephony, Messaging, Autonomous Agents & WFO/WFM solutions;
* 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.
Benefits:
* We provide every employee with 7 paid volunteer days off a year, donation matching for approved charitable donations, and world-leading benefits including health, life, trauma and income insurance, monthly wellness allowance, flexible time off and leave policies, parental benefits, perks and discounts.