About the job
Activate Interactive Pte Ltd is a premier technology consultancy based in Singapore, with additional operations in Malaysia and Indonesia. We empower our clients by delivering high-quality, cost-effective, and impactful end-to-end application development solutions, including mobile and web applications, as well as advanced cloud technology that helps overcome technological barriers and enhances business efficiency.
Our mission is to create a positive impact on the lives of individuals and the environment through innovative technology. We are dedicated to fostering a supportive environment where all employees can reach their full potential, driving continuous innovation.
We are excited to expand our team and are looking for dynamic individuals who are passionate about being part of a growing company focused on mobile and web technologies that make a difference.
The Co-Development Business Unit is on the lookout for a talented Low Code Engineer.
This position is a fixed-term contract for a duration of 1 year.
Your Responsibilities:
In this role, you will be involved in the enhancement and maintenance of our Salesforce CRM systems.
This project is a strategic shift from a traditional customer service model to an advanced cloud-based, AI-driven omnichannel service model. Your contributions will be critical in enhancing the existing Salesforce CRM platform, aiming to boost customer engagement capabilities while ensuring robust operational control and security.
The Salesforce CRM system supports various stakeholders, including approximately 175 concurrent users (Contact Centre staff, L2 officers, management, and system administrators) and is designed to handle increasing customer demands, with annual enquiries projected to reach 170,171 by 2028 across multiple channels.
The upgraded Salesforce CRM (NOVA CRM) will offer extensive customer relationship management capabilities encompassing:
- AI-driven case triage and response functionalities, such as automated case categorisation, intelligent routing, GenAI-supported response generation, and email case summarisation.
- Integrated omnichannel support including WhatsApp chatbot, live chat, voice interactions, and appointment booking, ensuring seamless transitions between self-service and agent-assisted interactions.
- Enhanced case management features, with collaborative tools and intelligent workload distribution to facilitate efficient resolution by service teams.
- Advanced analytics and reporting for actionable insights on customer interaction patterns and workload performance.
