Salesforce AI Business Lead, EU Customer Relationship Center

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

At Percepta, we bring first-class service across each market we support. As Salesforce AI Business Lead at Dunton, 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" (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.
• Utilize reports and dashboards to monitor the performance of implemented AI features, tracking key performance indicators (KPIs) and reporting on results.
• 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:

• 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 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.
• 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)

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.