About the job
Activate Interactive Pte Ltd, a premier technology consultancy based in Singapore with operations in Malaysia and Indonesia, is dedicated to enhancing client success through superior, cost-effective application development solutions. We specialize in creating impactful mobile and web applications, alongside advanced cloud technologies that eliminate technological barriers and boost business efficiency.
At Activate, we are passionate about positively influencing the lives of individuals and the health of our environment through innovative technology. Our commitment to fostering a supportive workplace allows our employees to unleash their full potential, thereby driving continuous innovation within our teams.
We are currently expanding our dynamic team and are on the lookout for enthusiastic individuals who are excited about contributing to a company that prioritizes growth and positive social impact through technology.
Our Co-Development Business Unit is seeking a skilled DevSecOps Engineer for a fixed-term engagement of one year.
Project Overview:
In this role, you will be instrumental in the enhancement and maintenance of our Salesforce CRM systems. This project signifies a strategic shift from traditional customer service methodologies to a sophisticated, cloud-based, AI-driven omnichannel service model. Your contributions will enhance the existing Salesforce CRM platform to bolster customer engagement, operational control, and security measures.
The Salesforce CRM system will cater to around 175 concurrent users, including Contact Centre staff, Level 2 officers, management, and system administrators, with anticipated customer inquiries reaching approximately 170,171 annually by 2028 across various channels.
The upgraded Salesforce CRM (NOVA CRM) will provide robust customer relationship management capabilities in the following critical areas:
- AI-driven case triage and response features with automated case categorization, intelligent routing, GenAI-supported response generation, and email case summarization.
- Integrated omnichannel support, including WhatsApp chatbots, live chat, voice assistance, and appointment scheduling, ensuring seamless transitions between self-service and agent-assisted interactions.
- Improved case management functionalities featuring collaboration tools, intelligent workload distribution, and enhanced capabilities for efficient case resolution by service teams.
- Advanced analytics and reporting for actionable insights into customer interaction patterns and workload performance.
