Solutions Engineer • Senior

Who you are

You are a strategic and highly technical leader with a strong background in Salesforce architecture, particularly focused on Service Cloud and ticketing workflows. With at least 5 years of experience in designing and integrating Salesforce solutions, you have a proven track record of acting as a trusted advisor to clients, helping them navigate complex system integrations and customer support technology strategies. Your hands-on experience with integration platforms like MuleSoft allows you to connect Salesforce to mission-critical systems seamlessly. You hold Salesforce Architect (CTA), Application Architect, or System Architect certifications, showcasing your expertise in the field. Your background in customer support systems such as Zendesk and Jira Service Management equips you with the knowledge to migrate and integrate service workflows into Salesforce effectively.

Desirable

Experience with additional customer support technologies and a deep understanding of analytics related to support operations would be beneficial. Familiarity with best practices in integrated ticketing systems and support analytics will set you apart as a candidate.

What you'll do

In this role, you will define how enterprises design, extend, and integrate Salesforce solutions, focusing on enhancing customer support operations. You will collaborate closely with prospects and customers to architect scalable solutions that meet their unique needs. Your responsibilities will include defining best practices for integrated ticketing and support analytics, ensuring that the solutions you design are not only effective but also sustainable in the long term. You will lead discussions with stakeholders to understand their requirements and translate them into actionable Salesforce implementations. As a foundational hire, you will play a crucial role in shaping the architectural direction of the company’s Salesforce offerings, ensuring they align with industry standards and customer expectations.

You will also be responsible for conducting training sessions and workshops for internal teams and clients, helping them understand the capabilities of Salesforce and how to leverage it for their operations. Your role will involve continuous learning and adaptation to new Salesforce features and updates, ensuring that the solutions you provide are always at the forefront of technology. You will work closely with cross-functional teams, including product management and engineering, to ensure that the solutions you design are feasible and align with the company’s overall strategy.

What we offer

At Decagon, you will be part of a rapidly growing company that values innovation and excellence. We offer a collaborative work environment where your contributions will directly impact our mission to redefine customer experience at scale. You will have the opportunity to work with industry leaders and cutting-edge technology, enhancing your skills and career growth. We believe in fostering a culture of continuous improvement and encourage you to apply even if your experience doesn't match every requirement. Join us in our mission to empower brands with conversational AI solutions that deliver exceptional customer experiences.