Specialist Solution Engineer - Service Cloud

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Service Cloud Solution Engineer is responsible for communicating 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 use their technical and/or sales skills, including the ability to solicit business requirements, develop a technical sales strategy, configure and successfully demonstrate the solutions that address these requirements and demonstrate business value.

The Solution Engineer will develop and lead programs crafted to accelerate the growth of the Service Cloud business. The Service Cloud Solution Engineer will collaborate on multi-functional initiatives and with other international teams to move the business forward.

Responsibilities include

• Promoting Service Cloud value to customers (including c-level execs and IT) and field teams;

• Business requirements assessment and delivery of findings including key difficulties, proposed solutions to meet business needs, and return on investment where applicable;

• Development of a technical sales strategy; Convey confidence in using AI within cloud based applications

• Configuring and efficiently demonstrating our solutions in a way that closely reflects each customer’s business (tailored demonstrations);

• 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;

• Implement 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 struggles

• Ability to work as part of a team to address technical problems in varied environments

• Previous experience as a Sales Engineer/Architect for a CRM/AI company or similar technology

• 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)

• English (German and/or French is a plus)

Skills Desired

• Understanding of the Service Cloud product suite and platform

• Interest or 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

• Contact or call centre-based applications' experience is beneficial, including both telephony, Messaging, Autonomous Agents & WFO/WFM solutions (Amazon Connect, Vonage, Genesys etc)

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