Customer Service Product Leader- HYRBID

Job Summary
We are currently seeking a Customer Service Product Leader to join our team. This is an exciting opportunity to play a pivotal role in shaping the customer journey and driving customer success. As a key contributor, you will leverage your expertise in Salesforce and integrated platforms to design, develop, and optimize innovative solutions that enhance our customer service operations.

Primary Responsibilities

• Design and develop comprehensive solutions on Salesforce (and integrated applications) to support Contact Center operations, including agent productivity, customer interactions, and workforce management.
• Interpret system and business requirements to create detailed technical specifications and design documents, adhering to SDLC, with a focus on integrating with telephony and workforce management platforms.
• Build and maintain seamless integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc), ensuring accurate and efficient data flow and real-time operational insights.
• Develop and implement automated workflows and processes to optimize contact center operations, such as call routing, agent scheduling, performance monitoring, and quality assurance.
• Utilize AI/ML models to predict customer behavior, optimize resource allocation, and improve performance (e.g., predictive routing, agent skill-based routing, forecasting).

Education and Experience

• Proven experience in Salesforce and integrated platform solutions, with a deep understanding of contact center operations.
• Expertise in integrating Salesforce with telephony and workforce management platforms (e.g., TalkDesk, Genesys, Assembled, Ring Central).
• Strong knowledge of AI/ML models and how they can be used to optimize contact center operations.
• Excellent problem-solving skills with the ability to interpret business and technical requirements.
• Ability to collaborate effectively with cross-functional teams and leadership.
• Solid understanding of SDLC and agile methodologies.