Business Systems Solution Owner

Procare Solutions • Quinte West, ON

15d • $132,000 - $145,000 • Hybrid

About The Position

Procare Solutions is seeking an innovative Solution Owner to transform our Customer Service ecosystem by leveraging Salesforce Service Cloud, AI technologies, and advanced operational strategies. This role will be critical in optimizing our customer support infrastructure, driving operational efficiency, and enhancing customer experience across Customer Support, Customer Success, and Technical Operations teams.

Requirements

• 5+ years' experience with Salesforce Service Cloud
• Advanced knowledge of service cloud configuration
• Hands-on experience with AI/automation tools
• Proficiency in low-code/no-code platforms
• Understanding of contact center technology ecosystems
• Experience with payments operations and payment processing systems
• Exceptional problem-solving abilities
• Strong communication and storytelling skills
• Ability to translate business needs into technical solutions
• Collaborative and adaptable mindset
• Strategic and analytical thinking

Nice To Haves

• Salesforce Service Cloud certification
• Contact center implementation experience
• Machine learning / AI certification
• Experience with Zoom Contact Center
• Expertise in payment processing platforms and financial operations

Responsibilities

• Optimize Salesforce Service Cloud to enable world-class support experiences for customers and employees
• Integrate AI and automation to reduce response times and improve resolution rates
• Create scalable, intelligent support workflows that adapt to evolving customer needs
• Collaborate closely with Salesforce architects and engineering teams to develop and refine service cloud solutions
• Support the design of complex case management workflows through active participation and input
• Work with technical teams to define and prioritize user stories and requirements
• Contribute to Service Cloud integrations with critical support systems
• Adhere to and support agile development methodologies and sprint processes
• Design and implement AI-powered support solutions
• Configure intelligent chatbots and virtual agents
• Analyze support team performance metrics
• Identify and implement productivity improvements
• Design self-service portal enhancements
• Directly collaborate with Customer Success and Customer Support teams to understand operational challenges and technology needs
• Act as a key liaison between support teams and technical implementation groups
• Develop deep understanding of customer support workflows and pain points
• Translate operational insights into technical requirements and solution improvements
• Communicate complex technical concepts to non-technical stakeholders
• Represent customer support technology needs in strategic discussions

Benefits

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Fast paced, high energy workplace environment in prime downtown location
• Regular company provided meals

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees