Salesforce Analyst, Chatbot

We are seeking a talented Salesforce Analyst to join our Chatbot team. The ideal candidate will have experience working with Salesforce chatbots, building conversational flows, and integrating Salesforce Einstein AI capabilities. This role is perfect for someone who is passionate about leveraging AI to create seamless and intuitive customer experiences that drive engagement and satisfaction.

As a Salesforce Analyst, you will be responsible for designing, developing, and implementing innovative chatbot solutions that enhance the overall customer journey. You will work closely with stakeholders to understand business requirements and translate them into efficient, scalable chatbot features. This is a great opportunity for someone who enjoys working on cutting-edge AI technology and is eager to make a meaningful impact.

*This role is also open to candidates outside of the Denver area (remote)*

Responsibilities

• Build and maintain chatbot conversation flows, user journeys, and system integrations to ensure a smooth and consistent experience.
• Manage Salesforce configuration changes, including but not limited to flow, fields, page layouts, dynamic layouts, actions, and custom settings.
• Create and maintain comprehensive documentation of system configurations, processes, and procedures.
• Work with team members to integrate Salesforce with other systems, ensuring seamless data flow and integration points.
• Work with developers on end-to-end technical solutions using Salesforce, ensuring alignment with business objectives and requirements.
• Monitors components of the Salesforce Chat platform, troubleshooting errors and providing technical support.
• Provide support for production issues both during and outside of business hours.

Required Qualifications

• 3+ years of experience in developing Salesforce Einstein chatbots or other bots such as (Google, IBM, Salesforce, Azure, etc.), including designing and implementing conversation flows.
• Experience with implementing custom functionality using Salesforce features like custom objects, workflows, validation rules, automation, formulas, and page layouts.
• Experience with Salesforce Einstein AI features, such as Prompt Builder and Copilot, is highly preferred, as well as familiarity with other Salesforce AI tools and capabilities.
• Familiarity with at least one: Salesforce Service Cloud, Sales Cloud, and other related Salesforce products to build integrated solutions.
• Experience with automation using Salesforce Flow.
• Experience with building Salesforce reports and dashboards.
• Familiarity with project management and change management tools such as JIRA and Confluence.
• Excellent problem-solving skills, attention to detail, and the ability to work effectively in a collaborative, cross-functional environment.
• Ability to quickly learn new technologies and adapt to changing requirements and business needs.

Preferred Qualifications

• Experience with the Salesforce development ecosystem, including Apex, SOQL, SOSL, Lighting, and Visualforce.
• Salesforce Certified Administrator certification.
• Experience in cloud technologies and programming methods.
• Experience with Salesforce Communities/Experience Cloud.
• Knowledge of cloud technologies, operating systems, networking and security. 
• Salesforce certifications related to AI, chatbot development, or Salesforce platform expertise.
• Strong communication skills to effectively work with both technical and non-technical stakeholders, including providing training and support as needed.
• Experience in project management or leading chatbot-related initiatives from concept to implementation.

If you're ready to help us create intelligent, user-friendly customer interactions using the latest in AI and Salesforce technologies, we'd love to hear from you! Join our team and contribute to building innovative solutions that make a real difference for our customers.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.