... messaging, chat, and digital channels. * Partner with product owners and CX stakeholders to ... and virtual agents * Intelligent routing and AI-assisted triage * Sentiment analysis and agent ...
... messaging, chat, and digital channels. * Partner with product owners and CX stakeholders to ... and virtual agents * Intelligent routing and AI-assisted triage * Sentiment analysis and agent ...
... messaging, chat, and digital channels. * Partner with product owners and CX stakeholders to ... and virtual agents * Intelligent routing and AI-assisted triage * Sentiment analysis and agent ...
... messaging, chat, and digital channels. * Partner with product owners and CX stakeholders to ... and virtual agents * Intelligent routing and AI-assisted triage * Sentiment analysis and agent ...
Customer Service - Booking Hotels | We Will Train You
Boston, MA · On-site +1
$40K - $70K/yr
Respond promptly and professionally to client inquiries via phone, email, or online chat * Maintain ... Attend virtual training sessions and team meetings Requirements: * Strong communication and ...
Customer Service - Booking Hotels | We Will Train You
Boston, MA · On-site +1
$40K - $70K/yr
Respond promptly and professionally to client inquiries via phone, email, or online chat * Maintain ... Attend virtual training sessions and team meetings Requirements: * Strong communication and ...
Respond promptly and professionally to client inquiries via phone, email, or online chat * Maintain ... Attend virtual training sessions and team meetings Requirements: * Strong communication and ...
Respond promptly and professionally to client inquiries via phone, email, or online chat * Maintain ... Attend virtual training sessions and team meetings Requirements: * Strong communication and ...
Virtual Chat Agent information
See Boston, MA salary details
$5.74 - $7.67
0% of jobs
$7.67 - $9.59
0% of jobs
$9.59 - $11.51
0% of jobs
$11.51 - $13.44
2% of jobs
$13.44 - $15.36
13% of jobs
$15.89 is the 25th percentile. Wages below this are outliers.
$15.36 - $17.28
38% of jobs
$17.28 - $19.20
11% of jobs
$21.13 is the 75th percentile. Wages above this are outliers.
$19.20 - $21.13
11% of jobs
$21.13 - $23.05
14% of jobs
$23.05 - $24.97
6% of jobs
$24.97 - $26.90
5% of jobs
$5
$18
$26
How much do virtual chat agent jobs pay per hour?
What does a virtual chat agent do?
As a virtual chat agent, you provide customer service via a chat app. You use a computer to communicate with each customer to elicit the information you need, answer their questions, and otherwise assist the customer to help resolve any issues. You typically log the details of each communication or create a ticket that the customer can use to track their inquiry. For some roles, your duties may include providing technical support. If you do not know how to respond to an inquiry, you transfer the customer to a more-senior agent or technician. Some virtual chat agents also have sales responsibilities and help customers complete transactions.
What is a virtual chat agent?
What are the key skills and qualifications needed to thrive as a virtual chat agent, and why are they important?
What is the difference between Virtual Chat Agent vs Customer Service Representative?
| Aspect | Virtual Chat Agent | Customer Service Representative |
|---|---|---|
| Credentials | High school diploma or equivalent; some roles may require customer service experience | High school diploma or equivalent; customer service experience often preferred |
| Work Environment | Remote, online chat platforms | In-office or remote, phone and in-person interactions |
| Industry Usage | Customer support via live chat for various industries | Customer support via phone, email, or in-person for diverse sectors |
| Search & Comparison Intent | Focuses on online chat support roles | Broader customer service roles including phone and face-to-face |
The Virtual Chat Agent primarily handles customer inquiries through online chat platforms remotely, focusing on digital communication. In contrast, a Customer Service Representative may work in various settings, including in-person or over the phone, providing broader support. Both roles require similar credentials but differ mainly in communication channels and work environment.
What are some common challenges virtual chat agents face when handling multiple customer inquiries simultaneously?
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- Startup Business Development Director
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- Entry Level Bdr
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- Full Time Automotive Business Development Manager

Full-time
This job post has expired 1 day ago. Applications are no longer accepted.
SharkNinja rating
8.2
Based on 5 frontline employees who took The Breakroom Quiz
45th of 156 rated electronics manufacturers
Job description
Overview
We are seeking a CX Systems Developer Lead to design, build, and scale integrated consumer experience solutions across Salesforce Service Cloud and our Enterprise CCaaS platform (Zoom, experience with Genesys or Amazon Connect is also relevant).
This is a hands-on role focused on developing workflows, APIs, and automation that connect CRM, contact center, and enterprise systems to deliver a seamless, omnichannel consumer journey.
You will work at the intersection of CRM, CCaaS, integrations, and AI, contributing to intelligent automation, conversational experiences, and data-driven workflows that improve both consumer and agent outcomes.
You will lead AI solutions that leverage structured and unstructured data across multiple repositories to enable intelligent automation and contextual consumer interactions.
You will lead the design from architecture through implementation, including integration patterns, data flow design, and automation strategy.
Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply.
Key Responsibilities
- CX Systems Development & Architecture
- Lead and implement CX technology solutions across Salesforce Service Cloud and an Enterprise CCaaS platform (Zoom) that enables scalable and intelligent service operations.
- Lead and maintain:
- IVR and intelligent routing logic
- Workflow automation and case management processes
- Service workflows across omnichannel consumer interactions
- System integrations across CRM, CCaaS, and enterprise systems
- Support solutions that support a seamless omnichannel consumer journey across voice, messaging, chat, and digital channels.
- Partner with product owners and CX stakeholders to translate business requirements into technical, workflows, and automation solutions that improve operational efficiency and consumer satisfaction.
CX Platform Integration & Orchestration
- Design and build and maintain integrations that enable seamless communication between Salesforce Service Cloud, CCaaS platforms, and adjacent enterprise systems.
Responsibilities include:
- Contribute to implementing integration patterns (synchronous, asynchronous, event-driven) to support scalable and resilient CX workflows.
- Build and maintain API-based integrations between CRM, CCaaS, and enterprise platforms
- Implementing event-driven workflows and automation across CX systems
- Integrating CX platforms with enterprise systems such as:
- order management systems
- identity and authentication services
- product or support knowledge repositories
- analytics and reporting platforms
- Ensuring real-time data synchronization across CX platforms to maintain a unified consumer view
- Troubleshooting and resolve integration issues to ensure reliability, scalability, and performance
AI, Digital Automation & Conversational Systems
Contribute to the design and implementation of AI-driven automation capabilities across CX platforms to improve service efficiency and consumer experience.
Examples include:
- Conversational AI chatbots and virtual agents
- Intelligent routing and AI-assisted triage
- Sentiment analysis and agent guidance tools
- Knowledge-driven automation leveraging internal documentation and support content
- Digital self-service capabilities across chat, messaging, and web channels
- Contribute to the design of retrieval and knowledge access patterns that enable AI systems to leverage enterprise knowledge sources effectively.
Contribute to workflows that enable AI systems to surface insights from multiple knowledge repositories, including:
- CRM case history
- knowledge bases
- support documentation
- product information repositories
Collaborate with CX, data, and engineering teams to integrate AI-powered insights and predictive models into service workflows.
Platform Administration & Governance
Support the configuration of Salesforce Service Cloud and enterprise CCaaS platform (Zoom) to ensure reliable performance and scalability.
Responsibilities include:
- maintaining system configurations and environments with SOX-compliant permissions and security controls
- supporting sandbox and release management
- change management and governance practices
- monitoring system health and performance
Ensure platform configurations follow best practices for scalability, maintainability, and security.
Consumer Journey & Data Optimization
Support CX systems aligned with the end-to-end consumer lifecycle and service journey.
Design data flows that ensure customer interaction data remains:
- accurate
- structured
- accessible for analytics
- usable for automation and AI-driven insights
Support reporting frameworks and dashboards that provide operational and strategic visibility into CX performance.
Identify friction points in service workflows and design technology solutions that improve both consumer satisfaction and agent productivity.
Innovation & Continuous Improvement
Continuously evaluate emerging technologies that enhance the CX ecosystem, including:
- AI-driven service automation
- conversational AI platforms
- workflow orchestration tools
- predictive analytics
Lead proof-of-concept initiatives that modernize CX capabilities.
Collaborate cross-functionally with CX operations, product teams, IT, and analytics teams to drive platform improvements.
Required Qualifications
5+ years of experience in CX systems development, CRM platform engineering, or similar CX platform administration.
Hands-on experience configuring and supporting enterprise CCaaS platforms with platforms such as Zoom CCaaS, Genesys, or Amazon Connect
Hands-on experience designing and implementing solutions within Salesforce Service Cloud, including:
- flows and workflow automation
- case management configuration
- data modeling
- integration development
Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply.
Proven experience designing and implementing integrations using APIs, middleware, and event-driven architectures.
Strong understanding of consumer data architecture and the end-to-end consumer journey.
Experience incorporating AI automation or conversational platforms into CX workflows.
Demonstrated ability to troubleshoot complex system and integration issues.
Preferred Qualifications
Salesforce certifications such as:
- Salesforce Administrator
- Salesforce Platform Developer I or II
- Service Cloud Consultant
Experience building or integrating conversational AI or chatbot platforms.
Experience integrating knowledge management systems and multi-source content repositories.
Familiarity with enterprise integration patterns and cloud-native architectures.
Key Competencies
Attention to Detail
Ensures precision in workflows, integrations, and data structures.
Creative Problem Solver
Approaches challenges with curiosity and innovative thinking.
Innovation Mindset
Continuously explores AI, automation, and emerging CX technologies.
Systems Thinking
Understands how CRM, CCaaS, integrations, and data systems interact across the CX ecosystem.
Collaborative Communication
Translates technical solutions into business impact.
About SharkNinja
Sourced by ZipRecruiter
Industry
Electrical equipment, appliance, and component manufacturing
Company size
1,001 - 5,000 Employees
Headquarters location
Needham, MA, US
Year founded
1994