Lead, Specialist Solution Engineer

The Service Cloud Solution Engineer is responsible for communicating a tailored view of our Service product offerings (Service Cloud) to customers and prospects, removing technical objections and highlighting business value. The role involves developing and leading programs to accelerate the growth of the Service Cloud business, collaborating with international teams, and working with Field Sales teams and Service Cloud Account Executives.

Requirements

• Deep functional understanding of call centre/contact centre operations and processes
• Curiosity and energy – ability to understand the customer’s true struggles
• Ability to work as part of a team to address technical problems in varied environments
• Previous experience as a Sales Engineer/Architect for a CRM/AI company or similar technology
• 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)
• Understanding of the Service Cloud product suite and platform
• Interest or 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
• Contact or call centre-based applications’ experience is beneficial, including both telephony, Messaging, Autonomous Agents & WFO/WFM solutions (Amazon Connect, Vonage, Genesys etc)

Benefits

• Accommodations for employees with disabilities
• Recognition of Disability Confident member under the UK Government Disability Confident employer scheme
• Equal opportunity employer with a policy of non-discrimination