Solution Engineer | Service Cloud

Sydney, NSW
Permanent
Full-time

1 month ago

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job Category SalesJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.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 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 leverage 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 manage 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; Convery confidence in using AI within cloud based applications
Configuring and effectively demonstrating our solutions in a way that closely reflects each customer’s business (tailored demonstrations);
Supporting/Leading Technical POCS and hands on workshops
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;
Execute 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 pain points
Ability to work as part of a team to solve technical problems in varied environments
Ability to multi-task, work in a demanding team environment, understand and be responsive solutions creatively to establish a differentiated architecture and solution
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
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

Understanding of the Service Cloud product suite and platform, Digital Channels and Telephony
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, HubSpot
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)
Field-service applications experience is beneficial (Click Software, IFS, ServiceMax, TOA)
Back-office / ERP system understanding – order management, accounts receivable / payables, collections, contracts (service), installed base
Basic experience/understanding of HTML/CSS and other web based technologies is an advantage
Workflow / BPM / integration experience

BenefitsWe 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. 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 for more information"Unleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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