Position Details

Type Not Specified

Experience lead

Exp. Years Not specified

Education Not specified

Category Consulting & Advisory

About this role

Lead Solution Engineer for Salesforce Service Cloud PubSec; responsible for pre-sales engagements, solution design, and demonstrations; helps customers adopt CCaaS, telephony, and AI-enabled workflows with cross-functional teams.

Key Responsibilities

Evangelism & Strategy: Promote the value of Service Cloud to C-level and IT stakeholders
Discovery & Assessment: 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

Technical Overview

Expertise in SIP/RTP/WebRTC, CCaaS platforms, digital channels, WFM, AI/automation; familiarity with Salesforce ecosystem and certifications; travel up to 25%.

Ideal Candidate

The ideal candidate is a senior pre-sales engineer with deep Service Cloud and CCaaS expertise, capable of translating customer requirements into architectures and ROI. Strong communication with executives, cross-functional collaboration, and knowledge of AI/automation are valued.

Must-Have Skills

Deep technical knowledge in SIPRTPand WebRTCExperience with CCaaS platforms (Amazon ConnectGenesys CX CloudNICE CXOneAvayaCiscoor Vonage)Experience with digital channels (WhatsAppApple Business ChatSMS)Experience with WFM/WEMAI & Automation experience (Generative AI and Sentiment Analysis)Willingness to travel up to 25%Salesforce Certifications desirable

Nice-to-Have Skills

Field Service Management (FSM) knowledgeFSM domain knowledgeExperience designingdevelopingdebuggingand operating resilient distributed systems

Tools & Platforms

Salesforce

Required Skills

SIPRTPWebRTCSIP TrunkingPSTN Gatewayscloud-to-carrier connectivityCCaaSAmazon ConnectGenesys CX CloudNICE CXOneAvayaCiscoVonageWhatsAppApple Business ChatSMSWFMWorkforce ManagementGenerative AISentiment AnalysisAgentforceSalesforce CertificationsField Service Management

Hard Skills

Soft Skills

High energyCuriosityCommunicationStakeholder managementTeam collaborationProblem solving

Certifications

Preferred

Certified Service Cloud ConsultantCertified Platform AdministratorCertified Platform Administrator IICertified App Builder

Industry & Role

Industry SaaS

Job Function Pre-sales engineer for Salesforce Service Cloud and CCaaS solutions

Role Subtype Lead Solution Engineer

Tech Domains Salesforce, VoIP / Unified Communications, SIP / Session Initiation Protocol, WebRTC, Amazon Connect, Genesys CX Cloud, NICE CXOne

Keywords for Your Resume

Lead Solution EngineerService CloudCCaaSAmazon ConnectGenesys CX CloudNICE CXOneAvayaCiscoVonageWhatsAppApple Business ChatSMSSIPRTPWebRTCSIP TrunkingPSTN Gatewayscloud-to-carrier connectivityWFMWorkforce ManagementGenerative AISentiment AnalysisAgentforceSalesforce CertificationsField Service ManagementFSM

Deal Breakers

Lack of deep CCaaS knowledge, No SIP/WebRTC experience, Reluctance to travel up to 25%

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Lead Solution Engineer | PubSec | Service Cloud

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