Lead Solution Engineer | PubSec | Service Cloud

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Sales Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Role Overview The Specialist Solution Engineer is a high-impact technical pre-sales role primarily responsible for envisioning and presenting a transformational view of our Service Cloud and Contact Centre offerings. You will act as a deep subject-matter expert in customer service technology, combining technical prowess with business acumen to remove technical objections. While your core focus will be on the Contact Centre domain, you will be expected to cross-skill into Field Service Management (FSM) over time to provide a unified service vision for our customers. Key Responsibilities Evangelism & Strategy: Promote the value of Service Cloud and digital engagement to C-level executives and IT stakeholders. Discovery & Assessment: Conduct business requirement assessments to identify key pain points in the customer journey and define ROI. Solution Design: Propose architectures that integrate common contact centre infrastructure, including Telephony/IVR and digital messaging. Technical Execution: Lead tailored demonstrations, technical Proofs of Concept (POCs), and hands-on workshops. Cross-Skilling & Enablement: Commit to becoming proficient in Salesforce Field Service and Salesforce Scheduler to support end-to-end service workflows. Collaboration: Work across a matrix organisation with Account Executives and Partners to develop technical sales strategies. Required Core Skills: Contact Centre & Connectivity The ideal candidate must demonstrate deep technical knowledge in the following areas: Foundational ‘Plumbing’: Deep understanding of SIP, RTP, and troubleshooting packet loss/handshakes. WebRTC: Essential knowledge for browser-based softphones. Infrastructure: Familiarity with SIP Trunking, PSTN Gateways, and cloud-to-carrier connectivity. CCaaS Platforms: Experience with platforms such as Amazon Connect, Genesys CX Cloud, NICE CXOne, Avaya, Cisco, or Vonage. Digital Channels: Integration experience with WhatsApp, Apple Business Chat, SMS WFM/WEM: Workforce Management & Engagement AI & Automation: Proficiency in building conversational bots; experience with Generative AI and Sentiment Analysis is highly valued, with Agentforce knowledge an advantage. 'Nice to Have' Skills: Field Service Management (FSM) Experience in these areas is an advantage, but not a prerequisite. Enablement will be provided. FSM Domain Knowledge: Familiarity with 'field technicians', 'truck rolls' and in-day optimisation. Legacy FSM Technology: Previous exposure to Click Software, IFS, ServiceMax or TOA. Field Logistics: Understanding of mobility needs (offline access) and field-specific KPIs/SLAs. Qualifications Salesforce Knowledge: Salesforce Certifications are highly desirable; e.g. Certified Service Cloud Consultant, Certified Platform Administrator, Certified Platform Administrator II, Certified App Builder. Soft Skills: High energy, curiosity, and the ability to work in a fast-paced environment. Travel: Ability to travel up to 25% depending on location. What Our Employees Say: Salesforce consistently ranks as one of the best places to work because we genuinely invest in our people. You'll join a company where your tec ... (truncated, view full listing at source)