Principal/Lead/Senior Solution Engineer @ Salesforce

• 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

• 8+ years of experience as a Sales Engineer/Architect for a CRM company or similar technology

• 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

• Ability 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 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)

• Customer facing, solution selling, presales experience

• Good communication skills - both oral and written, presentation and story telling skills

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