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Solution Engineer - Service Cloud
Solution Engineering
India - Mumbai

The Service Cloud Solution Engineer is responsible for presenting 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 leverage their technical and/or sales skills, including the ability to solicit business requirements, develop a technical sales strategy, configure and effectively demonstrate the solutions that address these requirements and provide business value.

The Solution Engineer will develop and manage programs designed 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 include:  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.

 Skills Required 
  • Deep functional understanding of call center/contact center 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 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 Ability.
  • 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) 

 Skills Desired    
  • Understanding of the Service Cloud product suite and platform
  • 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 beneficial (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

Key Words
 Pre-sales, presales, pre sales, Contact Centre, Service Cloud, Customer Centre, field services, engineer management, solution consultant, PAAS, SAAS,  technical sales, Sales Consultant, Solution Engineer, Solution Architect, Technical Account Manager  

About Salesforce:
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” six years in a row and one of Fortune’s “100 Best Companies to Work For” nine years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.


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