ZipRecruiter

Log In

1

Virtual Chat Agent Jobs in Boston, MA (NOW HIRING)

All JobsChat Agent JobsVirtual Chat Agent JobsVirtual Chat Agent Jobs in Boston, MA

Virtual Chat Agent information

See Boston, MA salary details

$5

$18

$26

How much do virtual chat agent jobs pay per hour?

As of Aug 11, 2026, the average hourly pay for virtual chat agent in Boston, MA is $18.63, according to ZipRecruiter salary data. Most workers in this role earn between $15.67 and $20.87 per hour, depending on experience, location, and employer.

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?

Virtual Chat Agents are customer service professionals who interact with customers through online chat platforms to answer questions, resolve issues, and provide information about products or services. They typically work remotely and handle multiple chat conversations simultaneously, offering support via company websites, apps, or social media channels. Virtual Chat Agents use strong communication and problem-solving skills to ensure customers receive timely and accurate assistance, often using scripts and resources provided by their employer.

What are the key skills and qualifications needed to thrive as a virtual chat agent, and why are they important?

To thrive as a Virtual Chat Agent, you need excellent written communication, fast and accurate typing skills, and a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, live chat platforms, and ticketing systems is typically required. Strong problem-solving abilities, patience, and the ability to multitask help agents deliver outstanding service and resolve issues efficiently. These skills ensure prompt, clear, and helpful customer interactions, which are critical for customer satisfaction and company reputation.

What is the difference between Virtual Chat Agent vs Customer Service Representative?

AspectVirtual Chat AgentCustomer Service Representative
CredentialsHigh school diploma or equivalent; some roles may require customer service experienceHigh school diploma or equivalent; customer service experience often preferred
Work EnvironmentRemote, online chat platformsIn-office or remote, phone and in-person interactions
Industry UsageCustomer support via live chat for various industriesCustomer support via phone, email, or in-person for diverse sectors
Search & Comparison IntentFocuses on online chat support rolesBroader 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?

Virtual Chat Agents often manage several customer conversations at once, which requires strong multitasking and organizational skills. A key challenge is maintaining accuracy and providing timely, personalized responses without sacrificing the quality of customer service. To succeed, agents typically use chat management software and quick-reference resources to ensure they can address inquiries efficiently. Staying calm under pressure and developing effective time management strategies are essential for thriving in this fast-paced environment.
More about Virtual Chat Agent jobs
What are the most commonly searched types of Chat Agent jobs in Boston, MA? The most popular types of Chat Agent jobs in Boston, MA are:
What are popular job titles related to Virtual Chat Agent jobs in Boston, MA? For Virtual Chat Agent jobs in Boston, MA, the most frequently searched job titles are:
What job categories do people searching Virtual Chat Agent jobs in Boston, MA look for? The top searched job categories for Virtual Chat Agent jobs in Boston, MA are:
What cities near Boston, MA are hiring for Virtual Chat Agent jobs? Cities near Boston, MA with the most Virtual Chat Agent job openings:
Virtual Chat Agent jobs near you
Infographic showing various Virtual Chat Agent job openings in Boston, MA as of August 2026, with employment types broken down into 72% Full Time, 8% Part Time, and 20% Contract. Highlights an 40% In-person, and 60% Remote job distribution, with an average salary of $38,741 per year, or $18.6 per hour.

CX Systems Developer Lead - CRM, CCaaS & Integration Engineering

SharkNinja

Needham, MA • Remote

Full-time

This job post has expired 1 day ago. Applications are no longer accepted.

SharkNinja rating

8.2

Company rating: 8.2 out of 10

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. 

What SharkNinja employees say

Workplace

Get the full story on Breakroom

Apply