# Service Cloud Solution Engineer

**Company**: Salesforce
**Location**: Mexico City
**Experience**: senior
**Job type**: full-time
**Category**: Sales
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Mexico---Mexico-City/Lead-Solution-Engineer_JR362517-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8517d3cb-db5

## Description

We are seeking a Service Cloud Solution Engineer to join our team. As a Service Cloud Solution Engineer, you will be responsible for presenting a tailored view of our Service product offerings (Service Cloud) to customers and prospects. You will work closely with Field Sales teams and Service Cloud Account Executives to deliver the appropriate solution and establish credibility and trust with the customer.

Responsibilities:

- Evangelize Service Cloud value to customers and field teams;

- Coordinate and lead the entire solution cycle through close collaboration with other teams;

- Understand the customer's needs, and establish Salesforce's product as the best solution that solves unique challenges;

- Convey a deep understanding of the client's industry and technology as it pertains to Salesforce's solutions;

- Develop and deliver innovative custom solutions, build and present customized demos of Salesforce products including solution concepts to key decision-makers to address their business issues and needs showing business value;

- Participate in all appropriate product, sales, and procedural training and certifications to acquire and maintain the knowledge vital to be effective in the position;

- Attain quarterly and annual objectives assigned by management;

- Respond efficiently to RFPs;

- Lead the technical side of the sales cycle;

- Have a strong curiosity about growing your career and participating in our internal training programs and mentorship initiatives.

Requirements:

- 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;

- 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);

- Good at explaining ideas and finding ways to keep people's attention;

- Proven oral, written, presentation, and interpersonal communication and relationship skills.

Nice to Have:

- 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);

- 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.

## Skills

### Required
- call centre operations
- contact centre operations
- CRM solutions
- AI landscape
- cloud technology
- application configuration
- communication skills
- presentation skills
- interpersonal skills

### Nice to have
- Service Cloud product suite
- Digital Channels
- Telephony
- AI
- automation
- Generative AI Strategy
- LLM-based Autonomous Agents
- Zendesk
- ServiceNow
- Live Person
- RightNow
- Microsoft Dynamics
- Intercom
- Siebel
- Oracle
- Pegasystems
- Kana
- Nuance
- HubSpot

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Mexico---Mexico-City/Lead-Solution-Engineer_JR362517-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)