Specialist Solution Engineer

Salesforce, Inc..; Dublin; On-site; EUR 50,000 - 80,000; Full time

Job summary

A global leader in CRM solutions is seeking a Service Cloud Specialist Solution Engineer in Dublin. This role involves promoting Service Cloud to clients, developing tailored solutions, and leveraging deep technical knowledge to drive sales. The ideal candidate will combine technical expertise with excellent communication skills to effectively engage with customers and lead initiatives that demonstrate business value.

Qualifications

• Experience as a Sales Engineer/Architect in CRM/AI or similar technology.
• Knowledge of cloud technologies and AI landscape.
• Configuration experience in contact center solutions.

Responsibilities

• Promote Service Cloud value to customers and field teams.
• Develop technical sales strategies and assess business requirements.
• Configure and demonstrate solutions tailored to customer needs.

Skills

Curiosity

Teamwork

CRM/AI experience

Cloud technologies knowledge

Configuration experience

Call center operations understanding

Tools

Zendesk

ServiceNow

Microsoft Dynamics

Genesys

Job description

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 to accelerate the growth of the Service Cloud business and collaborate with multi-functional and international teams to advance the business.

Responsibilities include:

• Promoting Service Cloud value to customers (including C-level executives and IT) and field teams;
• Assessing business requirements and delivering findings with key difficulties, proposed solutions, and ROI where applicable;
• Developing a technical sales strategy and confidently discussing AI integration within cloud applications;
• Configuring and demonstrating solutions tailored to each customer's business context;
• Proposing solution architectures involving call center infrastructure, back-office system integration, and workflow processes;
• Collaborating effectively within a matrix organization, including Account Executives, SEs, management, and partners;
• Conducting enablement activities such as webinars, sharing best practices, and knowledge sharing;
• Working closely with Service Cloud Account Executives, peers, and product management to deliver solutions and build trust with customers.

Skills Required:

• Curiosity, energy, and the ability to understand customer challenges;
• Teamwork skills to address technical problems in varied environments;
• Experience as a Sales Engineer/Architect in CRM/AI or similar technology;
• Knowledge of related applications, AI landscape, and cloud technologies;
• Configuration experience, working under deadlines, independently, and taking ownership of problems related to Contact Center technology solutions;
• Deep understanding of call/contact center 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, RightNow, Microsoft Dynamics, Intercom, Siebel, Oracle, Pegasystems, Kana, Nuance;
• Experience with contact/call center applications, including telephony, messaging, autonomous agents, and WFO/WFM solutions (e.g., Amazon Connect, Vonage, Genesys).

*LI-Y