Salesforce AI Business Lead
Location – Dunton, Essex, SS15
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
At Percepta, we bring first-class service across each market we support. 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:
The Artificial Intelligence (AI) Business Lead will lead the definition and implementation of AI features within our EU Customer Relationship Centers. This role requires a strong understanding of business processes, AI capabilities, and the Salesforce platform. The ideal candidate will work closely with the AI architect, Salesforce administrators, and development teams to ensure successful AI integration, maximizing value while mitigating risks.
Working with the Salesforce Business Administration Analyst, this role is an integral part of the Salesforce European Customer Relationship Centre (CRC) Business Administration team, working across European CRC hubs.
During a Typical Day, You’ll:
- 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' (inaccurate or fabricated responses).
- 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, tracking key performance indicators (KPIs).
- 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.
- Support Salesforce AFR process and access to legacy CRM data on request.
- Work hand in hand with counterpart to cover the needs of all hubs.
What You Bring to the Role:
- Salesforce AI specialist certification.
- Undergraduate 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 to 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.
- Organized and able to navigate through multiple requests across several communication channels.
- Ability to work in a team environment as well as autonomously.
- Good communication skills.
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.
- Discounted dental scheme.
- Discounts on brand new vehicles.
- Employee Assistance Program (EAP).
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:
Culture of Service– to be treated like you are the customer from day one.
Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions.
Respect– a team that is accountable, dependable and gives you their full attention.
Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
Career Growth– lots of learning opportunities for aspiring minds.
Diversity– be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation– we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
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