Salesforce AI Business Lead, EU Customer Relationship Center

Percepta LLC
Basildon
1 month ago
Applications closed

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Job Description - Salesforce AI Business Lead, EU Customer Relationship Center (042MB)

Salesforce AI Business Lead

Salary – up to £45,500 per annum

Hours – Monday to Friday 8.30am to 5.00pm

Hybrid - 2 days office/3 days home, plus you must be willing to travel 1 day per month between UK and European sites.

Fully paid training and equipment provided

AsSalesforce AI Business LeadatDunton,Essex, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing:

  • Oversee the definition and implementation of AI features for the EU CRC from a business perspective. Identify opportunities to leverage AI to improve efficiency, customer experience, and operational effectiveness.
  • Define comprehensive requirements for new AI features, breaking them down into manageable, incremental phases for development.
  • Establish clear guardrails and rules for AI functionality, ensuring responsible and ethical AI usage.
  • Define and specify the data access requirements for AI models, minimizing the risk of "hallucinations" by ensuring access to relevant and accurate data sources.
  • Write detailed user stories to guide the development process, ensuring alignment with business objectives and user needs.
  • Develop training content for new AI features, focusing on effective use and interpretation of AI-generated outputs.
  • Conduct extensive testing of AI features, collaborating with contact center agents to validate accuracy and user experience.
  • Evaluate new Salesforce AI offerings and propose innovative use cases to enhance CRC operations.
  • Support discussions with the German Workers Council and other relevant stakeholders regarding AI implementation.
  • Utilize reports and dashboards to monitor the performance of implemented AI features.
  • Work closely with the AI architect, Salesforce administrators, and development team to ensure seamless integration and optimal performance of AI features.
  • Perform UAT & smoke testing of new functionality or system changes.
  • Provide Operations and Management with analysis.
  • Act as a liaison between Operations and the Salesforce team to define changes to system requirements.
  • Work closely with the Learning and Development team to build training of the new functionality or system changes.
  • Partner with Salesforce dedicated trainer to provide guidance and support to agents in use of the Salesforce application.
  • Work hand in hand with counterpart to cover the needs of all hubs.

What You Bring to the Role:

  • Undergraduate University degree in computer or data science, or related field.
  • Mid-Level background in Natural Language Processing (NLP) and deep learning.
  • Mid-Level experience working with different AI capabilities.
  • Excellent communication skills to collaborate effectively with cross-functional teams.
  • Demonstrated ability to lead projects independently.
  • A passion for staying up-to-date with the latest advancements in NLP and AI technologies.
  • Analytical thinker with great attention to detail.
  • Ability to articulate user needs and communicate with developers as required.
  • Quick thinker and ability to take initiative.
  • IT literate.
  • Knowledge of EU Contact Centre processes.
  • Good problem solving and analytical skills.
  • Organised and able to navigate through multiple requests across several communication channels.
  • Ability to work in a team environment as well as autonomously.

What You Can Expect:

  • 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
  • Life Assurance 4 x annual salary
  • Contributory pension scheme
  • Private Medical Insurance
  • Comprehensive travel insurance for you and family in line with Scheme rules
  • Discounts on brand new vehicles
  • Employee Assistance Program (EAP)

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