Customer Experience (CX) Technology Solution Consultant - Salesforce Specialist - Boston

Overview:

About Us

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

• Identify and define clients’ current-state Salesforce technology gaps versus the desired

• Quantify and prioritize identified technology gaps into a practical Salesforce roadmap and

• Partner in the delivery of roadmap-based solutions that create strategic value and ROI via

• Provide internal and clients’ stakeholders with practical guidance, timelines, and staffing

• Prepare and deliver detailed reports and presentations for both technical and non-technical

• Maintain proficiency in Salesforce, CX technology trends and GenAI innovations specific to

• Participate in onsite client project delivery management where necessary.
• Build long-term relationships with client stakeholders, becoming a trusted advisor and providing

• Collaborate with internal stakeholders across Engineering, Client Services, and Product in the

• 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,

• 5+ years of experience in technology consulting with a focus on Salesforce ecosystems and

• Salesforce certification(s) highly preferred (e.g., Salesforce Certified Consultant, Salesforce

• 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’

• Project / Program management experience, with focus on SOW development, deliverables

• 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:

○ Process, quality, and/or project management certifications, e.g.: COPC, PMI, ASQ, Lean Six Sigma, SFDC, etc (optional, desired)