Service Cloud Principal Specialist SE

About Salesforce

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Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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:

• Evangelize Service Cloud value to customers (including c-level execs and IT) and field teams;
• Coordinate and lead the entire solution cycle through close collaboration with other teams.
• Understand the customer’s needs, and establish Salesforce’s product as the best solution that solves unique challenges.
• Convey a deep understanding of the client’s industry and technology as it pertains to Salesforce’s solutions.
• Develop and deliver innovative custom solutions, build and present customized demos of Salesforce products including solution concepts to key decision-makers to address their business issues and needs showing business value.
• Participate in all appropriate product, sales, and procedural training and certifications to acquire and maintain the knowledge vital to be effective in the position.
• Attain quarterly and annual objectives assigned by management.
• Respond efficiently to RFPs.
• Lead the technical side of the sales cycle.
• Have a strong curiosity about growing your career and participating in our internal training programs and mentorship initiatives.

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)
• Good at explaining ideas and finding ways to keep people’s attention.
• Proven oral, written, presentation, and interpersonal communication and relationship skills.
• Willing and able to travel occasionally.
• Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).

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
• 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 both telephony, Messaging , Autonomous Agents & WFO/WFM solutions (Amazon Connect, Vonage, Aspect, Genesys, Avaya, Cisco, Verint, NICE, Cognigy, Ada)
• 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

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. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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