Paul Irwin

WORK HISTORY

SKILLS

ABOUT PAUL IRWIN

As a Specialist Solution Engineer within the UKI Service Cloud team at Salesforce, I am dedicated to revolutionising customer experiences through cutting-edge technology and innovation. With a focus on Contact Centre and AI, I serve as a global leader for Service Cloud Voice, driving excellence in customer engagement strategies.In my role, I collaborate closely with major CCaaS vendors (AWS, Genesys, Nice, etc), empower UKI SI partners and internal Salesforce professional services teams, and engage directly with customers to ensure they deliver unparalleled experiences to their own clientele.With over two decades of diverse experience spanning public and private sectors, I\'ve led IT infrastructure teams and spearheaded complex IT projects. My background includes invaluable stints in global telecommunications providers, where I crafted intricate network and contact centre solutions. Now, at Salesforce, I work with strategic customers to leverage the full potential of our SaaS offerings.Throughout my career journey, I\'ve honed a versatile skill set encompassing technical design, operational discovery, solution mapping and presentation, as well as mentorship and coaching. I thrive on innovation and am constantly seeking new ways to elevate outcomes for both clients and colleagues.Outside of work, I cherish quality time with family and friends, indulge in a game of golf, maintain an active running routine, and relish opportunities to explore new destinations through travel adventures.