About the Role
We're looking for a passionate, technically fluent Solution Engineer to join our ITSM practice — someone who thrives at the intersection of Enterprise Service Management (ESM) and the next generation of AI-powered work.
In this role, you'll partner closely with Account Executives to design and deliver compelling Salesforce solutions that transform how organisations deliver IT and HR services. You'll help customers modernise operations on the world's #1 AI CRM — deploying intelligent agents, AI-powered automation, and workflow orchestration to reduce friction, elevate the employee experience, and drive measurable business outcomes.
This is a consultative, high-impact role. You'll engage stakeholders from practitioners to C-suite executives, acting as a trusted advisor who can shape a solution vision and back it up technically. Deep ITSM expertise is core to this role — not a nice to have.
What You'll Do
Lead discovery with IT and HR stakeholders to surface real challenges and map them to Salesforce ITSM and Employee Service solutions
What We're Looking For
3+ years in solution engineering, pre-sales, or technical consulting, with hands-on ITSM expertise — this is a specialist role where ITSM depth is critical
Strong working knowledge of ITSM processes: incident, problem, change, and request management — and/or HR service delivery
Solid grounding in ITIL and Enterprise Service Management frameworks
Comfortable building with AI tools — you use AI in your workflow, you understand how agents work, and you can speak confidently about what's possible with Agentforce. Preferred Hands-on experience with AI agents, MCPs, APIs and IDE tools
Strong presentation and storytelling skills; you're as comfortable in a boardroom as you are in a technical deep-dive
Proven ability to translate complex business problems into scalable, value-driven solutions
Experience configuring or demoing cloud platforms and business applications
Curious, proactive, and customer-obsessed — you ask the right questions before reaching for the demo
Nice to Have
Hands-on experience with Salesforce — particularly Service Cloud, Employee Service, or Agentforce
Experience with AI and automation technologies, including:
Virtual agents and conversational AI
Workflow and process orchestration tools
Expertise in ITAM, ITOM, and GRC domains
Salesforce certifications (Service Cloud Consultant, Platform App Builder, etc.)
Background with ITSM platforms such as ServiceNow or Jira Service Management
Experience in HR Service Delivery or IT helpdesk environments
Understanding of integrations, APIs, and enterprise systems (HRIS, ERP, identity management)
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.