Lead Solution Engineer | PubSec | Service Cloud

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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 technical expertise is valued, your voice is heard, and your career growth is supported. Our collaborative culture means you'll work alongside passionate, talented colleagues who are committed to customer success and making a positive impact.

Ready to help transform commerce in ANZ while being part of a company that invests in your growth, wellbeing, and success? Let's talk!

Salesforce is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

"At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information"

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.