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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # CRM Lead - Service Cloud, AI & Omnichannel - **Company:** Zoox - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Cloud Computing, Data Governance, Mobile Application Software, Cloud Services, Salesforce.Com, Systems Integration, Workflow Management Systems, Chatbots, Data Management, Api Design, Marketing Cloud, Mulesoft - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/crm-lead-service-cloud-ai-omnichannel-zoox-8635459 ## About the Role We are seeking an experienced and strategic CRM Lead with 10+ years of experience to drive the evolution of our Salesforce ecosystem across Service Cloud, AI-driven customer support, and omnichannel engagement., * Extensive CRM Leadership Experience: 10+ years of experience driving Salesforce CRM evolution with a strong focus on Service Cloud and customer support * Deep Service Cloud Expertise: Proven experience designing scalable service operations including Case Management, Omni-Channel, Knowledge, and Digital Engagement * AI & Chatbot Experience: Hands-on experience implementing chatbot platforms, conversational AI, or self-service solutions within CRM ecosystems * Omnichannel & Customer Experience: Strong understanding of end-to-end customer journeys and multi-channel support environments * Integration & Technical Acumen: Experience working with APIs, integrations, and data platforms to enable connected CRM ecosystems * Strategic & Execution Leadership: Ability to define strategy while driving execution across cross-functional teams, * Advanced AI/Automation: Experience with predictive support, intelligent routing, and agent assist capabilities * Salesforce Ecosystem Depth: Familiarity with Data Cloud, Marketing Cloud, and MuleSoft integrations * High-Growth Environment: Experience in scaling support operations in fast-paced, high-volume environments * Enterprise Transformation: Track record of driving large-scale CRM or customer experience transformations ## Description This role will serve as the CRM leader with strong depth in Service Cloud and ownership of AI/chatbot initiatives, while providing cross-functional leadership across Product, Engineering, Operations, and Data teams. You will shape CRM strategy, build scalable systems in a fast-evolving environment, and lead complex initiatives that transform customer support through automation and intelligence. In this role, you will: * Lead CRM Strategy * Define and drive the overall CRM roadmap aligned with business growth and customer support transformation * Serve as the primary CRM leader across Customer Experience, Operations, Product, Engineering, and Data teams * Balance strategic vision with hands-on execution in a fast-paced environment * Architect & Scale Service Cloud (Core Focus) * Lead the design and evolution of Service Cloud, including Case Management, Omni-Channel, Knowledge, Digital Engagement, and SLA frameworks * Design scalable support operations that enable high-volume, mission-critical environments * Implement intelligent routing, automation, and service performance analytics * Drive improvements in agent productivity, workflows, and tooling * Own AI, Chatbot & Automation Initiatives * Lead the strategy and implementation of chatbot and conversational AI platforms * Drive AI-powered use cases including self-service, contact deflection, agent assist, and workflow automation * Partner with AI/ML and data teams to embed intelligence into CRM workflows * Define and track success metrics such as automation rate, deflection, CSAT, and resolution time * Drive Omnichannel Customer Experience * Build and scale seamless customer journeys across channels (chat, mobile app, email, voice) * Ensure consistent and unified customer experience across all touch points * Enable a 360° customer view by leveraging Data Cloud and integrated systems * Integration & Platform Connectivity * Oversee integration strategy leveraging APIs and MuleSoft to connect CRM with internal and external systems * Ensure strong alignment across Service Cloud, Data Cloud, Marketing systems, and operational platforms * Define data governance and integration patterns to support scalability and reliability * Drive Cross-Functional Programs * Lead complex, multi-workstream CRM initiatives across business and technical teams * Establish governance frameworks, prioritization, and execution discipline * Operate as a key partner to Product and Engineering in delivering AI-driven CRM capabilities * Scale processes and systems to support long-term operational excellence ## Related Videos - [API Design - Getting Started](https://www.wearedevelopers.com/videos/33-api-design-getting-started) - [Why make use of an integration platform in today's software developments and infrastructure?](https://www.wearedevelopers.com/videos/758-why-make-use-of-an-integration-platform-in-today-s-software-developments-and-infrastructure) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Strategies to accelerate SaaS Application Development](https://www.wearedevelopers.com/videos/1078-strategies-to-accelerate-saas-application-development) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Rest API Antipatterns](https://www.wearedevelopers.com/videos/100208-rest-api-antipatterns) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [MLOps – What’s the deal behind it?](https://www.wearedevelopers.com/magazine/125-mlops-what-s-the-deal-behind-it) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer)