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Contact Center AI Specialist
Full-time
This role supports the strategy, optimisation, and ongoing management of AI-driven customer service capabilities, with a primary focus on Agentforce and supporting AI tools within the contact center. You will partner with Contact Center Operations, Digital Experience, Technology, and Salesforce teams to drive measurable efficiency, cost savings, and customer experience improvements.
Primary Duties
Review Agentforce performance to identify efficiency gaps, friction points, and automation opportunities across top contact drivers (order status, returns, defective returns, product info).
Partner with Salesforce, system integrators, and internal technology teams to prioritise, design, and implement enhancements to Agentforce and supporting AI tools.
Ensure AI solutions integrate with knowledge bases, data sources, and Service Cloud workflows to improve accuracy, deflection, and resolution speed.
Support ongoing testing, tuning, and iteration cycles, and monitor AI agent behaviour, performance metrics, and exception trends.
Serve as day-to-day specialist for Agentforce, including configuration oversight, release coordination, and change management.
Maintain governance standards for AI usage including guardrails, escalation paths, and quality controls, and coordinate AI rollouts across brands, regions, and channels.
Define, track, and review AI performance KPIs and translate insights into actionable recommendations.
Key Requirements
Bachelor's degree in computer science, engineering, data science, or related field, or equivalent experience.
2+ years in software engineering, data engineering, or applied AI/ML roles.
Hands-on experience building or integrating AI-driven solutions including LLM-based applications, AI agents or copilots, and API-driven AI services.
Strong understanding of AI governance concepts including risk, privacy, security, and lifecycle management.
