Principal, Specialist SE
Salesforce · Mexico
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Job Category
SalesJob 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.
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!
About the Role
As a Principal, Specialist Solutions Engineer, you will serve as a trusted advisor to our most strategic Public Sector customers in Mexico. You will combine deep industry knowledge with technical expertise to design solutions that deliver measurable value and transform how organizations engage with citizens. You'll use your service expertise to become a trusted advisor, highlighting how Service Cloud solves citizen service challenges and supports government and public administration digital transformation.
Responsibilities
- Partner with Account Executives and cross-functional teams to drive end-to-end solution engagements.
- Lead discovery sessions with customer executives (including C-level and IT) to assess business and service operations needs, uncovering key pain points and priorities.
- Design and deliver tailored presentations, demos, and solution concepts that align Salesforce and Service Cloud capabilities — including Data & AI, omni-channel contact center infrastructure, CTI, and workforce management — with customer outcomes.
- Clearly articulate Salesforce portfolio differentiation and advantages, ensuring customer confidence and removing technical objections throughout the sales cycle.
- Maintain a holistic understanding of the Salesforce portfolio to effectively position it, while keeping a specialized focus on Service Cloud.
- Lead pilots and Proofs of Concept (PoCs), providing technical guidance and ensuring successful outcomes.
- Propose solution architecture and discuss industry best practices to improve customers' service operations and processes.
- Act as an industry thought leader, shaping solution narratives with deep customer and market insights — including familiarity with Public Sector procurement, compliance, and regulatory requirements where applicable.
- Represent Salesforce Service Cloud at events, webinars, and executive briefings, showcasing innovation and value.
- Support pipeline generation through solution workshops, proposals, and RFP/RFI responses.
- Collaborate with product, engineering, and partner teams to influence the product roadmap and deliver customer impact.
- Mentor junior SEs and contribute to the Specialist SE community, fostering an inclusive, learning-first culture.
- Execute enablement activities (webinars, best practices, knowledge sharing).
Minimum Qualifications
- 12+ years in solutions engineering, enterprise software consulting, PreSales, or digital transformation roles (SaaS/cloud preferred), with meaningful experience in Customer Service, Contact Center, or Field Service industries.
- Strong presentation, communication, and storytelling skills; ability to simplify complexity for diverse audiences.
- Proven track record navigating multi-stakeholder enterprise buying cycles (CxO, IT, and line-of-business leaders).
- Understanding of the Salesforce product suite and platform, related applications, relational databases, and web technologies.
- Customer-first mindset with strong problem-solving and solution design capabilities.
- Demonstrated curiosity and learning velocity in emerging technologies, especially the AI, data, automation, agentic systems space and their impact on the future of customer service.
- Strong collaboration, time management, and adaptability in dynamic environments.
- Domestic travel required.
- Fluency in Spanish and professional proficiency in English
- Bachelor's degree in Computer Science, Engineering, Data Science, another STEM field, or equivalent work experience.
Desirable Qualifications
We value field credibility, learning velocity, and stakeholder impact above all. Experience with any of the following is a strong plus:
- Past experience with one or more competitive CRM/contact center solutions: ServiceNow, Microsoft, Siebel, SAP, Pegasystems, Cisco, Genesys, or other telephony/CRM platforms.
- Conversational AI, generative AI, AI agents, AI governance and observability, and enterprise automation.
- Programming languages such as HTML, Python, SQL, and AI-assisted development pipelines.
- Hands-On Experience building demos, prototypes, proofs of concept, workshops, reference architectures, or field enablement assets.
- Salesforce certifications (Service Cloud Consultant, Administrator, Platform, Data Cloud, AI Associate/Specialist, or Architect)
- Experience with Public Sector accounts (federal, state, or municipal government, regulatory/compliance environments, and public procurement processes).
- Vertical industry expertise - Financial Services, Healthcare, Education, Oil & Gas - in addition to Public Sector.
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