Service Cloud Solution Engineer

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

Sales

Job Details

About Salesforce

Salesforce 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 communicating our Service and Support product offerings (the Service Cloud) and architecture in the best light to prospects and customers based on a customer’s specific business requirements. The successful candidate should bring experience that establishes credibility and maintain a presence / delivery that is confident and assured. The primary goal of our team members is to remove all technical objections related to Service Cloud in the sales cycle.
To accomplish this, the Solution Engineer must have a strong desire to improve 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 provide business value.
The Solution Engineer will develop and lead programs crafted to accelerate the growth of the Service Cloud business in Asia. As such, the Service Cloud Solution Engineer will collaborate on cross functional initiatives and with other international teams to move the business forward.

Responsibilities:

• Evangelizing 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

• Configuring and effectively demonstrating our solutions in a way that closely reflects each customer’s business (tailored demonstrations)

• Discussing and proposing solution architecture that includes common call center infrastructure integration, back-office system integration, and workflow process definition

• Working well in a matrix organization, 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.

Required Skills:

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

• Curiosity and energy – ability to understand the customer’s true pain points and apply our

• Ability to work as part of a team to tackle technical problems in multifaceted environments

• Ability to multi-task, work in a fast paced team environment, understand and be responsive solutions creatively to establish a differentiated architecture and solution

• Ability to travel (up to 50% depending on location and assigned teams)

• Knowledge of related applications, relational database and web technology

• Application configuration experience (applied understanding of setups / configuration of to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems Contact Center related technology CRM solutions)

Good to have:

• Previous experience as a Sales Engineer/Architect for a CRM company or similar technology

• Understanding of the Service Cloud product suite and platform would be advantageous

• Basic programming experience in HTML and other web based technologies is an advantage

• Workflow / BPM / integration experience

• Past experience with one or more of the following CRM solutions: RightNOW, Microsoft, Siebel, Oracle on Demand, SAP, Pegasystems, Kana, ServiceNow

• Contact or call center-based applications experience is beneficial (Remedy, Clarify, Vantive, Aspect, Gensys, Avaya, Cisco, Interactive Intelligence, Verint, NICE)

• Field-service applications experience is nice to have (Oracle, SAP, Clicksoftware, ServiceMax, TOA)

• Back-office / ERP system understanding – order management, accounts receivable /payables, collections, contracts (service), installed base

• Experience working with a J2EE architecture: Java, XML, JSP, HTML, and SQL

• Experience with relational databases including Oracle and/or Microsoft SQL Server

• AI and Generative AI experience

• Must be proficient in English & Filipino / Tagalog for business communications.

#LI-Y

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando 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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce 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. Know your rights: workplace discrimination is illegal. 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.