Serve as the primary business owner and escalation point for key platforms, including Salesforce Service Cloud, LivePerson, Creatable, and JRNI
Act as the main liaison between the Customer Connection Center, IT, and external vendors for system enhancements, releases, and issue resolution
Oversee intake, requirements, testing, and deployment for system improvements, ensuring alignment with workflows and customer experience goals
Develop and execute rollout, training, and adoption plans for new features and system changes while establishing governance standards, documentation, and best practices for all administered platforms
Lead AI advocacy within the Customer Connection Center, driving adoption of AI capabilities to improve agent performance and customer experience while partnering with internal teams to evaluate and operationalize AI solutions responsibly, ensuring compliance, data integrity, and measurable value
Oversee system access administration, including provisioning, changes, and de‑provisioning
Own SOX‑related controls, audits, and remediation activities tied to system access and configuration
Partner with the Knowledgebase Administrator to set standards for article quality, governance, and performance measurement
Support NBA (Next Best Action) and guided experience initiatives by ensuring content and data are well‑governed and maintained. Use Medallia insights to identify systemic issues and collaborate on training, process, and system improvements.

Requirements

2+ years of related experience
Strong attention to detail
Ability to work independently and to meet assigned deadlines
Excellent verbal and written communication skills along with strong follow-up skills
Strong analytical and problem-solving skills
Experience with Salesforce & Genesys Cloud

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

system enhancementsrequirements gatheringtestingdeploymentAI capabilitiesdata integritySOX controlsauditsprovisioningperformance measurement

Soft Skills

attention to detailindependencedeadline managementverbal communicationwritten communicationfollow-upanalytical skillsproblem-solving