Specialist Solution Engineer

3 weeks ago

Dublin, Dublin City, Ireland Salesforce, Inc.. Full time

The Service Cloud Specialist 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 solutions, and demonstrate them effectively to address customer needs and showcase business value.

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

Responsibilities include:
  1. Promoting Service Cloud value to customers (including C-level executives and IT) and field teams;
  2. Assessing business requirements and delivering findings, including key difficulties, proposed solutions, and return on investment where applicable;
  3. Developing a technical sales strategy and confidently discussing the use of AI within cloud-based applications;
  4. Configuring and demonstrating solutions tailored to each customer's business;
  5. Discussing and proposing solution architecture involving call centre infrastructure, back-office system integration, and workflow processes;
  6. Collaborating effectively within a matrix organization, including Account Executives, Solution Engineers, management, and partners;
  7. Implementing enablement activities such as webinars, best practices, and knowledge sharing;
  8. Working closely with Service Cloud Account Executives, peers, and product management to deliver solutions and establish credibility with customers.
Skills Required:
  • Curiosity and energy to understand customer challenges;
  • Ability to work as part of a team to solve technical problems in diverse environments;
  • Experience as a Sales Engineer/Architect in CRM/AI or similar technology;
  • Knowledge of related applications, AI landscape, and cloud technologies;
  • Experience in application configuration, working under deadlines, and taking ownership of problems related to Contact Centre technology solutions;
  • Deep understanding of call centre/contact centre operations and processes.
Skills Desired:
  • Understanding of the Service Cloud product suite and platform;
  • Interest or experience in AI, automation, Generative AI strategies, and LLM-based autonomous agents;
  • Experience with customer service solutions like Zendesk, ServiceNow, LivePerson, and others;
  • Experience with contact or call centre applications, including telephony, messaging, autonomous agents, and WFO/WFM solutions.

*LI-Y

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