Job Description

Overview About Us Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We are a global product and services company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and optimize agent performance. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect. Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement. Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate. Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal. Our Mission: To create conditions within which people can thrive! We are seeking for a Customer Experience (CX) Technology Solution Consultant - Salesforce Specialist who will be responsible for: Responsibilities Evaluate clients’ existing Salesforce architecture, technology stack, strategy, processes, key performance metrics, and financial constraints. Identify and define clients’ current-state Salesforce technology gaps versus the desired future-state. Quantify and prioritize identified technology gaps into a practical Salesforce roadmap and delivery timeline, in collaboration with clients. Partner in the delivery of roadmap-based solutions that create strategic value and ROI via optimized customer journeys, service blueprints, best practice recommendations, enhanced quality, improved processes, and scalable and extensible technology. Provide internal and clients’ stakeholders with practical guidance, timelines, and staffing approach to ensure on-time project deliverables and outcomes. Prepare and deliver detailed reports and presentations for both technical and non-technical stakeholders. Maintain proficiency in Salesforce, CX technology trends and GenAI innovations specific to contact center operations. Participate in onsite client project delivery management where necessary. Build long-term relationships with client stakeholders, becoming a trusted advisor and providing thought leadership, and identifying opportunities for additional engagements. Collaborate with internal stakeholders across Engineering, Client Services, and Product in the development of ongoing technology thought leadership, cross-industry proposal and solution development, and execution. Conduct training sessions and workshops for clients on new systems and technologies implemented. Qualifications Bachelor’s or Master’s of Business Administration, or Bachelor’s degree in Engineering, Computer Science, or related technical or professional discipline OR equivalent work experience in management consulting. 5+ years of experience in technology consulting with a focus on Salesforce ecosystems and customer contact centers. Salesforce certification(s) highly preferred (e.g., Salesforce Certified Consultant, Salesforce Certified Administrator). Exceptional problem-solving skills and the ability to work on multiple projects simultaneously. Excellent communication and interpersonal skills, with a proven ability to manage stakeholders’ expectations. Project / Program management experience, with focus on SOW development, deliverables scoping and staffing, and value-add project assessment. Desirable experience in Solution Consulting and/or Product Management. Experience collaborating with internal and external clients, and senior/executive leadership. Leading in-person meetings at customer sites. Experience working in a high-growth start-up like environment requiring flexibility and ingenuity. The candidate will work on EST Time Zone Only. Expertise and ability to deliver in one or more of the following areas: CX Operations Customer Journey Mapping Process Engineering & Mapping CCaaS (Omnichannel / ACD / IVR) Salesforce CRM Knowledge Management Automation & Generative AI Agent Copilot and Chatbots Business Intelligence & Data Analytics Agile Development Process Quality Assurance Training and/or Content Design (KM / LMS) Process, quality, and/or project management certifications, e.g.: COPC, PMI, ASQ, Lean Six Sigma, SFDC, etc (optional, desired). #J-18808-Ljbffr Fpsinc

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