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. 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:

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. This includes defining limitations and unacceptable behaviors for the AI.Define and specify the data access requirements for AI models, minimizing the risk of "hallucinations" (inaccurate or fabricated responses) 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. Empower users to ask the right questions and validate AI responses. Advise the Knowledge Management team on updates to existing articles to optimize them for AI integration.Conduct extensive testing of AI features, collaborating with contact center agents to validate accuracy and user experience. Refine prompts, guardrails, and data access based on testing results.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) 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:

Salesforce AI specialist certification. Undergraduate University degree 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 (teams, slack, Webex etc.).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 salaryContributory pension schemePrivate Medical InsuranceComprehensive travel insurance for you and family in line with Scheme rulesDiscounted dental schemeDiscounts 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 everyday. As a Percepta team member, you can expect:  

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. 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

CareerGrowth – 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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