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Job Category
Sales
Job Details
About Salesforce
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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! 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 demonstrate 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 lead 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:
- Evangelising Service Cloud value to customers (including c-level execs and IT) and field teams;
- Business requirements assessment and delivery of findings including key pain points, proposed solutions to meet business needs, and ROI where applicable;
- Development of a technical sales strategy; Convey confidence in using AI within cloud based applications
- Configuring and 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 Solution Engineer will work 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
- 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
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, Aspect, Genesys, Avaya, Cisco, Verint, NICE, Cognigy, Ada, Calabrio, Playvox)
- Back-office / ERP system understanding - order management, accounts receivable / payables, collections, contracts (service), installed base
Benefits
We are pioneers of the Pledge 1% model, providing product, grants and community service to those in need. We are proud to be#1 in PEOPLE's Top 50 Companies that Care, and are on Fortune's Change the World list.
We provide every employee with 7 paid volunteer days off a year, and donation matching for all approved charitable donations.
We provide other world-leading benefits to all our employees, including;
- Health, Life, Trauma and Income Insurance
- Monthly Wellness Allowance
- Flexible Time off & leave policies
- Parental benefits
- Perks and discounts
Salesforce is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples, people of all ages, people living with a disability, LGBTIQ+ candidates, and people from multi-cultural backgrounds. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia's First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information"
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At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
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