Salesforce Lead Solution Engineer 

India, Haryana, Gurugram 

287906647

Job Category

Job Details

• Evangelising 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 centre infrastructure integration, back-office system integration, and workflow process definition;
• Working well in a matrix organisation, including AE field sales, SE service executives and implementation partners;
• Execute enablement activities (Webinars, Best Practices, Knowledge Share, etc.)

• 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
• Ability to multi-task, work in a demanding team environment, understand and be responsive solutions creatively to establish a differentiated architecture and solution
• Previous experience as a Sales Engineer/Architect for a CRM company or similar technology
• Willingness 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 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
• Past experience with one or more of the following customer service solutions: Zendesk, ServiceNow, Live Person, RightNow, Microsoft Dynamics, Siebel, Oracle on Demand, Pegasystems, Kana, Nuance
• Contact or call centre-based applications experience is beneficial, including both telephony & WFO/WFM solutions (Amazon Connect, Vonage / New Voice Media, Aspect, Genesys, Avaya, Cisco, Verint, NICE, Calabrio)
• Interest or experience in AI, automation, Generative AI Strategy and machine learning algorithms
• 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
• Basicexperience/understandingof HTML/CSS and other web based technologies is an advantage
• Workflow / BPM / integration experience
• Experience with relational databases such as Oracle and/or Microsoft SQL Server

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