Specialist Solution Engineer

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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.

• 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 optimally 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 Account Executives, SE's, management and implementation partners;
• Implement enablement activities (Webinars, Best Practices, Knowledge Share, etc.)
• The Service Cloud Solution Engineer works closely with Service Cloud Account Executives, their peers, and product management to deliver the appropriate solution and establish credibility and trust with the customer.

• 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)
• Deep functional understanding of call centre/contact centre operations and processes

• 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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