Our client is looking for a Platform Owner with solid Salesforce & Contact Centre experience. The Platform Owner will be responsible for the strategic management, optimisation, and delivery of solutions across the Salesforce ecosystem and integrated Contact Centre technologies. This role ensures the platform meets evolving business needs, provides a seamless customer and agent experience, and aligns with enterprise architecture and technology roadmaps.

The role acts as the bridge between business, technology, and vendor teams, driving continuous improvement, innovation, and governance across the Salesforce and Contact Centre platforms.

Responsibilities

Own the Salesforce and Contact Centre platform strategy, roadmap, and delivery outcomes.

Partner with business stakeholders to understand requirements, prioritise enhancements, and ensure alignment with business objectives.

Manage platform governance, ensuring consistency, compliance, and adherence to best practices across all Salesforce Clouds and Contact Centre integrations.

Oversee end-to-end platform performance, including system reliability, scalability, and user experience.

Lead release planning, backlog management, and continuous improvement initiatives in collaboration with Product Owners, Developers, and Architects.

Manage relationships with vendors, technology partners, and internal delivery teams to ensure high-quality outcomes and timely delivery.

Monitor platform usage, adoption, and ROI, implementing enhancements to maximise business value.

Ensure security, compliance, and data privacy standards are maintained across all platform components.

Provide subject matter expertise and guidance on Salesforce capabilities, omni-channel Contact Centre solutions, and customer engagement technologies.

Requirements

Proven experience as a Platform Owner, Senior Manager managing Salesforce (Service Cloud, Sales Cloud, Experience Cloud, or Marketing Cloud) platforms in Financial Services sector.

Strong understanding of Contact Centre technologies (e.g., Amazon Connect, Genesys, NICE, or similar) and their integration with CRM systems.

Demonstrated ability to define and execute platform roadmaps and manage complex stakeholder environments.

Experience with agile delivery, backlog management, and prioritisation frameworks.

Excellent stakeholder management, communication, and vendor coordination skills.

Strong analytical and problem-solving abilities, with a focus on customer and business outcomes.

Understanding of APIs, data integration, and middleware platforms.

Familiarity with automation, chatbots, or AI-enabled customer engagement solutions.

• Experience working in large enterprise or regulated environments.

If you think you have the above skills and experiences, click the 'Apply' button or send your resume to [email protected]