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Role Description

The Platform Strategy & Enablement Manager leads the administration and continuous improvement of the core systems that power contact center operations, digital engagement, and virtual sales. This role manages a team of platform administrators specializing in Salesforce CRM, access management, knowledgebase content, and virtual selling tools. This leader will ensure system stability, secure access, and scalable enhancements that support efficient agent workflows and strong customer experiences, aligning platform capabilities with business strategy and operational needs across the Customer Connection Center.

• Serve as the primary business owner and escalation point for key platforms, including Salesforce Service Cloud, LivePerson, Creatable, and JRNI.
• Act as the main liaison between the Customer Connection Center, IT, and external vendors for system enhancements, releases, and issue resolution.
• Oversee intake, requirements, testing, and deployment for system improvements, ensuring alignment with workflows and customer experience goals.
• Develop and execute rollout, training, and adoption plans for new features and system changes while establishing governance standards, documentation, and best practices for all administered platforms.
• Lead AI advocacy within the Customer Connection Center, driving adoption of AI capabilities to improve agent performance and customer experience while partnering with internal teams to evaluate and operationalize AI solutions responsibly, ensuring compliance, data integrity, and measurable value.
• Oversee system access administration, including provisioning, changes, and de-provisioning.
• Own SOX-related controls, audits, and remediation activities tied to system access and configuration.
• Partner with the Knowledgebase Administrator to set standards for article quality, governance, and performance measurement.
• Support NBA (Next Best Action) and guided experience initiatives by ensuring content and data are well-governed and maintained.
• Use Medallia insights to identify systemic issues and collaborate on training, process, and system improvements.

Qualifications

• 2+ years of related experience.
• Strong attention to detail.
• Ability to work independently and to meet assigned deadlines.
• Excellent verbal and written communication skills along with strong follow-up skills.
• Strong analytical and problem-solving skills.
• Experience with Salesforce & Genesys Cloud.

Requirements

• The salary range for this opportunity is $70,000.00 - $95,000.00. Base pay offered may vary depending on geographic region, internal equity, job related knowledge, skills and experience, among other factors.