Lead Solution Engineer

The Service Cloud Solution Engineer plays a critical role in showcasing tailored Service Cloud solutions to customers and prospects. This role requires a combination of thought leadership, technical expertise, and business acumen, along with the ability to build credibility and strong relationships. The primary goal of our team is to serve as subject matter experts in the customer service domain, aligning Service Cloud solutions to each customer’s business needs and clearly demonstrating the meaningful value the platform delivers.

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 demonstrate business value.

The Solution Engineer will develop and manage programs designed to accelerate the growth of the Service Cloud business. The Service Cloud Solution Engineer will collaborate on cross functional initiatives and with other international teams to move the business forward.

Key Responsibilities

Advocate for the value of AI-powered Service Cloud solutions to customers (including C-level executives and IT stakeholders) and internal teams

Assess business requirements and present findings, including key pain points, recommended solutions, and potential ROI

Develop and execute technical sales strategies, demonstrating confidence in AI-driven cloud applications

Configure and deliver tailored solution demonstrations aligned to each customer’s business context

Lead or support technical proof of concepts (POCs) and hands-on workshops

Design and propose solution architectures, including integrations with contact centre infrastructure, back-office systems, and workflow processes

Collaborate effectively within a matrix organisation, including Account Executives, Service teams, activation resources, and implementation partners

Deliver enablement initiatives such as webinars, best practices, and knowledge-sharing sessions

The Solution Engineer partners closely with Field Sales, Service Cloud Account Executives, peers, and product teams to deliver the right solutions while building trust and credibility with customers.

Required Skills

• Strong understanding of contact centre operations and processes
• Curiosity and drive to uncover and understand customer challenges
• Proven ability to collaborate and solve technical problems in diverse environments
• Strong multitasking skills and the ability to perform in fast-paced, team-oriented settings
• Experience as a Sales Engineer, Solution Architect, or similar role within a CRM or AI-focused organisation
• Willingness to travel (up to 50%, depending on location and team requirements)
• Knowledge of cloud technologies, AI landscape, and related applications
• Hands-on experience with application configuration and adapting solutions to customer needs
• Ability to work independently, manage deadlines, and take ownership of complex problems

Desired Skills

Familiarity with Service Cloud products, digital channels, and telephony solutions
AI-first mindset with the ability to quickly learn and apply emerging technologies
Experience in AI, automation, generative AI strategies, and LLM-based autonomous agents
Experience with customer service platforms such as Zendesk, ServiceNow, Microsoft Dynamics, Intercom, Oracle, Pegasystems, or HubSpot
Exposure to contact centre technologies, including telephony, messaging, workforce optimisation (WFO/WFM), and AI-driven agents (e.g., Amazon Connect, Genesys, Cisco, NICE, Verint)
Understanding of back-office/ERP systems such as order management, billing, and contracts
Experience with workflow, BPM, or system integrations