Director, Salesforce Customer Experience

Job Title:

Director, Salesforce Customer Experience

Job Description

We're Concentrix. A new breed of tech company ? Human-centered. Tech-powered. Intelligence-fueled.

We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our game-changers:

Challenge Conventions-Deliver outcomes unimagined-Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

We're a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

As a Director in Salesforce, you will be responsible for designing and implementing solutions that enhance the Salesforce platform to meet business needs ? achieving customer and agent experiences that drive successful outcomes for our clients. End to end contact center expertise and experience are a must have. You will work closely with stakeholders to identify requirements, create detailed solutions designs, and lead scalable Salesforce projects. Your role will also involve mentoring, ensuring Salesforce best practices, and staying updated with the latest Salesforce advancements. Responsible for the successful implementation, integration, configuration and customization of Salesforce Solutions from pre-sales, project initiation to full customer production roll-out and on-going support.

Knowledge of, and relationships with Salesforce?s account executives, RVP and other leaders, and how they partner with the Channel are a plus.

Key Responsibilities:

Leadership:
? Leads and mentors a team of Salesforce practitioners.
? Ensures adherence to best practices in Salesforce.
? Solution Design:
? Participates in and leads pre-sales meetings and sales opportunities.
? Establishes scalable solutions aligned with client needs, estimates level of effort and prepares proposals. Presents proposals and solutions to clients.
? Leads, participates in, and facilitates customer requirements definition and solution design workshops. Prepares detailed solutions and blueprints.
? Gathers and maps business requirements to functional/technical requirements and identifies features, gaps, and solutions out-of-the-box, custom, and creates innovative solutions.

Project Delivery:
? Oversees and leads the design, build and run of Salesforce Solutions.
? Assesses and makes recommendations on business process, design, building, testing, and run of project solutions.
? Understands the technical depth of the project and validates the correct resources for the project.
? Oversees demos development and works closely with users on user acceptance testing.
? Works closely with clients to assess their architecture, and architects solutions that meet their requirements. Manages and completes configurations and customizations, security model, and user setup as needed.
? Documents and implements configurations, customizations, and data mapping requirements for the engagements.
? Manages and executes the process of gathering, documenting, and maintaining business/process workflows following standard processes and procedures (business process reviews).
? Works with project teams and clients to fully communicate requirements, solutions, project progression and provides functional and technical expertise.
? Works on integrating Salesforce with other systems, data mapping, using APIs and middleware.
? Leverages Salesforce Einstein/Gen AI-driven insights and automation.

Contact Center:
? Designs and implements best in class Salesforce based call center solutions.
? Optimizes customer and agent experiences, processes, workflows and on-line and call handling best practices using Salesforce capabilities including Experience Cloud, Service Cloud, Service Voice, CPQ, BOTs, SMS, On-line Sites and Order Management, Data Cloud, Einstein/Gen AI, Unified Knowledge.
? Ensures a seamless omnichannel and end-to-end optimal Contact Center customer and agent experience.

Industry Knowledge:
? Apply industry-specific knowledge to develop tailored Salesforce solutions.
? Stay informed about industry trends and leverage Salesforce Industry Cloud solutions.
? Customize Salesforce to meet regulatory and compliance requirements specific to the industry.
? Continuous Improvement and Innovation:
? Stay updated with the latest Salesforce features and releases.
? Recommend and implement improvements for existing and new Salesforce environments.
? Create innovative solutions.
? Provide training and support to end-users, clients and project teams.

Documentation:
? Create and maintain comprehensive documentation for all solution designs and implementations.
? Ensure knowledge transfer and documentation for future reference.

Skills:
? A proven Salesforce professional with multiple full lifecycle Salesforce implementations and at least 7+ years of experience working with Salesforce.
? 10+ years of experience in enterprise software applications.
? Expert in Service Cloud - contact center experience, a plus.
? Strong knowledge of Salesforce and integrations with other systems.
? Industry-specific experience in sectors such as finance, healthcare, retail, technology, and other major sectors.
? Experience with Salesforce Einstein and AI-driven solutions, a plus.

Required Qualifications:

Education:

Minimum Bachelor?s degree in Computer Science, Information Technology, or related field.

Salesforce Certifications:
? Administrator
? Service Cloud
? Experience Cloud, a plus
? Data Cloud, a plus
? Contact Center, Architect Level and other Salesforce Certifications, a plus

Soft Skills:
? Proven leadership skills.
? Excellent problem-solving and analytical skills.
? Excellent communication and interpersonal skills.
? Team player with ability to work collaboratively in a team environment.
? Leadership skills with the ability to mentor and guide clients and team members.
? Attention to detail and commitment to delivering high-quality solutions.
? Experience in Agile or Scrum methodologies.

Location:

USA, TX, Work-at-Home

Language Requirements:

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:
? English
? Spanish

To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here.

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