Lead, Specialist Solution Engineer

Salesforce, Inc..; London; On-site; GBP 45,000 - 85,000; Full time

Job summary

An innovative firm is seeking a Service Cloud Solution Engineer to drive the growth of their Service Cloud offerings. This role requires a unique blend of technical expertise and sales acumen to effectively communicate the value of Service Cloud to customers, including C-level executives. The ideal candidate will possess a deep understanding of call centre operations and have experience in CRM and AI technologies. Collaborating with cross-functional teams, the Solution Engineer will tailor demonstrations and develop strategies that address customer needs, ensuring successful integration and implementation. Join a forward-thinking company where your contributions will significantly impact the future of cloud solutions.

Qualifications

• Experience in call centre operations and CRM/AI technologies.
• Strong technical problem-solving skills and team collaboration.

Responsibilities

• Promote Service Cloud value to customers and field teams.
• Develop technical sales strategies and configure tailored solutions.

Skills

Call Centre Operations

Sales Engineering

Technical Problem Solving

CRM/AI Knowledge

Application Configuration

Customer Engagement

Tools

Zendesk

ServiceNow

Microsoft Dynamics

Oracle

Amazon Connect

Job description

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 optimally 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:

1. Promoting Service Cloud value to customers (including c-level execs and IT) and field teams;
2. Business requirements assessment and delivery of findings including key difficulties, proposed solutions to meet business needs, and return on investment where applicable;
3. Development of a technical sales strategy; Convey confidence in using AI within cloud based applications;
4. Configuring and optimally demonstrating our solutions in a way that closely reflects each customer’s business (tailored demonstrations);
5. Discussing and proposing solution architecture that includes common call centre infrastructure integration, back-office system integration, and workflow process definition;
6. Working well in a matrix organisation, including AE field sales, SE service executives and implementation partners;
7. Implement enablement activities (Webinars, Best Practices, Knowledge Share, etc.);
8. 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:

1. Deep functional understanding of call centre/contact centre operations and processes;
2. Curiosity and energy – ability to understand the customer’s true struggles;
3. Ability to work as part of a team to address technical problems in varied environments;
4. Previous experience as a Sales Engineer/Architect for a CRM/AI company or similar technology;
5. Knowledge of related applications, the AI landscape, and other cloud technology;
6. 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);

Skills Desired:

1. Understanding of the Service Cloud product suite and platform;
2. Interest or Experience in AI, automation, Generative AI Strategy and LLM-based Autonomous Agents;
3. 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;
4. Contact or call centre-based applications’ experience is beneficial, including both telephony, Messaging, Autonomous Agents & WFO/WFM solutions (Amazon Connect, Vonage, Genesys etc);

*LI-Y