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salesforce sql ai kpis process mapping📋 Description
- Map and improve processes; document workflow maps and Knowledge Base articles.
- Produce clear, readable content; translate processes into articles and templates.
- Leverage data to inform decisions on process and content.
- Collaborate with CX, product, engineering, legal, and specialists.
- Utilize knowledge systems like Salesforce and Genesys to maintain workflows.
- Drive automation and AI adoption to streamline workflows.
🎯 Requirements
- 3+ years in content and/or workflow creation in high-volume CX.
- Proven ability to identify and resolve end-to-end inefficiencies; drive optimization.
- Hands-on experience with Salesforce and Genesys.
- Data-driven with CX metrics (AHT, FCR) and content metrics.
- Exceptional written and verbal communication; translate processes to docs.
- Automation/AI experience to streamline workflows.
🎁 Benefits
- Flexible remote work (Flex First).
- Equity grants and annual refresh grants.
- Location-based compensation with Ontario/Alberta/BC/Nova Scotia base pay ranges.
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