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Senior Solution Engineer

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  • Sales
    • Belgium - Brussels
  • Full time
  • JR290462

Description

The Service Cloud Solution Engineer has a clear vision how AI and Agentic systems will help define the customer service of the future, allowing an effortless experience delivered by Agents and Humans. The 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 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 and optimally demonstrate the solutions that address these requirements and demonstrate business value.

The Solution Engineer will develop and lead programs crafted to accelerate the growth of the Service Cloud business. The Service Cloud Solution Engineer will collaborate on multi-functional initiatives and with other international teams to move the business forward.

Responsibilities include:

  • Promoting Service Cloud value to customers (including C-Level Execs and IT) and field teams

  • Business requirements assessment and delivery of findings including key difficulties, proposed solutions to meet business needs, and return on investment where applicable

  • Development of a technical sales strategy

  • Convey confidence in using AI within cloud based applications

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

  • 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 account executives, csg consultants and implementation partners

  • Implement enablement activities (Webinars, Best Practices, Knowledge Share, etc.)

  • The Service Cloud Solution Engineer works closely with 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 processes and challenges

  • 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)

  • Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)

  • Fluency in Dutch and English (+ French would be ideal!)


Skills Desired

  • Understanding of the Service Cloud product suite and platform

  • Interest or Experience in AI, automation, Generative AI Strategy and LLM-based (Autonomous) Agents

  • Customer service solutions, contact or call centre-based applications' experience is beneficial, including both telephony, Messaging, Autonomous Agents & WFO/WFM solutions

  • Experience in implementing the solution with customers and making them successful is of value

Benefits & Perks
Check out our benefits site which explains our various benefits, including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more

At Salesforce, we strive to create an accessible and inclusive experience for all candidates.

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

Please note that Salesforce uses an automated employment decision tool to help our recruiters assess and evaluate candidates’ resumes. If you do not want Salesforce to use this tool with your application, please submit a request via this form.

Equal Opportunity Statement.

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

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.

Salesforce welcomes all.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.

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