Salesforce AI Business Lead, EU Customer Relationship Center

Welcome! Please sign in or register with us. My Account Options 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 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" 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) #J-18808-Ljbffr