AI Systems Administrator, EuropeLocation – Dunton, Essex SS15Annual Salary – Up to £50,000 + Company Benefits + Onsite ParkingHybrid Working – 2 days office/3 days homeHours – Monday – Friday 40 hours per week between 0830-1700 however flexibility is required.Travel – Regular travel between UK and European sites.This role requires you to work 2 days a week on site at Dunton, Essex (flexible with days) and then 1 day per month travelling as required between UK sites and internationally within Europe as per the business needs.At Percepta, we bring first-class service across each market we support. As an AI Systems Administrator, Europe, you’ll be a part of creating and delivering amazing support, while also enjoying the satisfaction of being part of a unique culture.What You’ll Be Doing:The Artificial Intelligence (AI) Systems Administrator will lead the definition and implementation of AI features within our EU Customer Relationship Centers. This role requires a strong understanding of business processes, AI capabilities, and the Salesforce platform. The ideal candidate will work closely with the AI architect, Salesforce administrators, and development teams to ensure successful AI integration, maximizing value while mitigating risks.Working with the Salesforce Business Administration Analyst, this role is an integral part of the Salesforce European Customer Relationship Centre (CRC) Business Administration team, working across European CRC hubs.During a Typical Day, You’ll:Responsibilities:
- System Management: Overseeing the installation, configuration and maintenance of AI systems and software
- Performance Monitoring: Ensuring that AI systems are running efficiently and effectively, identifying and resolving any performance issues
- Data Management: Managing the data pipelines and storage solutions that feed into AI models, ensuring data integrity and availability
- Support and Troubleshooting: Providing technical support to AI teams, troubleshooting issues and ensuring minimal downtime.
- Collaboration: Working closely with AI Architect and other stakeholders to ensure that AI systems meet organizational needs
- Work with AI Architect to oversee the definition and implementation of AI features for the EU CRC from a business perspective. Identify opportunities to leverage AI to improve efficiency, customer experience, and operational effectiveness.
- Define comprehensive requirements for new AI features, breaking them down into manageable, incremental phases for development.
- Establish clear guardrails and rules for AI functionality, ensuring responsible and ethical AI usage. This includes defining limitations and unacceptable behaviors for the AI.
- Define and specify the data access requirements for AI models, minimizing the risk of “hallucinations” (inaccurate or fabricated responses) by ensuring access to relevant and accurate data sources.
- Write detailed user stories to guide the development process, ensuring alignment with business objectives and user needs.
- Conduct extensive testing of AI features, collaborating with contact center agents to validate accuracy and user experience. Refine prompts, guardrails, and data access based on testing results.
- Evaluate new Salesforce AI offerings and propose innovative use cases to enhance CRC operations.
- Utilize reports and dashboards to monitor the performance of implemented AI features, tracking key performance indicators (KPIs) and reporting on results.
- Work closely with the AI architect, Salesforce administrators, and development team to ensure seamless integration and optimal performance of AI features.
- Perform UAT & smoke testing of new functionality or system changes.
- Provide Operations and Management with analysis.
- Act as a liaison between Operations and the Salesforce team to define changes to system requirements,
- Work closely with the Learning and Development team to build training of the new functionality or system changes,
- Partner with Salesforce dedicated trainer to provide guidance and support to agents in use of the Salesforce application.
What You Bring to the Role:
- Essential Salesforce AI specialist certification.
- Desirable Undergraduate University degree computer or data science, or related field.
- Mid-Level experience working with different AI capabilities.
- Previous role using AI in Salesforce
Skills
- Excellent communication skills to collaborate effectively with cross-functional teams.
- Demonstrated ability to lead projects independently.
- A passion for staying up-to-date with the latest advancements in NLP and AI technologies.
- Analytical thinker with great attention to detail.
- Ability to articulate user needs and to communicate with developers as required.
- Quick thinker and ability to take initiative.
- IT literate.
- Knowledge of EU Contact Centre processes.
- Good problem solving and analytical skills.
- Organised and able to navigate through multiple requests across several communication channels (teams, slack, Webex etc.).
- Ability to work in a team environment as well as autonomously.
- Good communication skills.
- Able to work to a flexible schedule; may be required to attend US time zone meetings which fall outside of core EU CRC hours. Hybrid / Remote working
- Regular travel is required between UK sites and internationally within Europe; at least once monthly based on business needs.
Other
- Able to work to a flexible schedule; may be required to attend US time zone meetings which fall outside of core EU CRC hours.
- Hybrid working.
- Regular travel is required between UK sites and internationally within Europe; at least once monthly based on business needs.
What You Can Expect:
- Life Assurance 4 x annual salary, contributory pension scheme
- Private medical Insurance
- Comprehensive travel insurance for you and family in line with Scheme rules.
- 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
- Discounted dental scheme, discounts on brand new vehicles and Employee Assistance Program (EAP).
- Free eye test with money towards new prescription glasses.
About Percepta:Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:As a Percepta team member, you can expect:Culture of Service – to be treated like you are the customer from day oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributionsRespect – a team that is accountable, dependable and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth – lots of learning opportunities for aspiring mindsDiversity – be a part of our growing diverse and community-minded organization that is all about having fun!Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.#LI-Hybrid
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