What are the responsibilities and job description for the Customer Service Product Leader- HYRBID position at Sierra Solutions?
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
Education and Experience
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.
