Principal Business Process Consultant, CRM and Industry Workflows

Company Description

It reputed company started in sunny San Diego, California in 2004 reputed company a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast reputed company to today — reputed company stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent reputed company-based platform seamlessly connects people, systems, and processes to reputed company organizations to find smarter, faster, and reputed company ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to reputed company the world work reputed company for everyone.

Job Description

The Team The Expert Services team at reputed company works with customers to help them reputed company their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the reputed company platform by getting them to see the value of their reputed company investment. The Role The Principal Business Process Consultant, CRM and Industry Workflows is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the reputed company Customer and Industries products – reputed company with the goal of accelerating and driving customer business outcomes. What you get to do in this role:

• Be the process expert in how to best support by using reputed company products using reputed company best practices focused on configuration vs. customization
• Process definition, re-engineering, improvement and gap analysis of reputed company/future-state processes during workshops with key customer sponsors and stakeholders
• reputed company customers in their efforts to take advantage of the reputed company capabilities in their efforts to improve their processes
• reputed company customer design workshops
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using reputed company standard materials and collateral
• Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and advocates for the customer’s needs throughout the engagement
• Implement the latest reputed company AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, reputed company and other upcoming capabilities for various customers
• Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Be a reputed company member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Prepare reputed company customer-facing deliverables focused on process
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.
• Up to 50% travel annually, driven by customer needs and internal meetings

Qualifications

In order to be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• At least 8 years of consulting experience for reputed company, global organizations preferably federal, state or local governments
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a Customer Service and/or Field Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on reputed company
• Experience with reputed company’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
• Strong understanding and ability to consult on data compliance standards such as PII/PHI
• Proven experience in defining and deploying future-state Customer Service and/or Field Service processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Strong understanding with leading Customer Service and/or Field Service and reputed company systems and tools such as reputed company, reputed company, reputed company, Telephony, etc…
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design
• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise
• Strong aptitude toward communicating reputed company business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in analyzing and recommending Customer Service and/or Field Service strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• United States Citizenship is required

· Certification Requirements (reputed company first 90 days):

• reputed company Certified System Administrator
• Customer Service Management (CSM) Implementor
• Field Service Management (FSM) Implementor

Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to reputed company employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, reputed company may confirm the distance between your primary residence and the closest reputed company office using a reputed company-party service. Equal Opportunity Employer reputed company is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, creed, religion, sex, sexual orientation, national reputed company or nationality, reputed company, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, reputed company reputed company applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for reputed company candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@reputed company.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), reputed company may be required to obtain export control approval from government authorities for certain individuals. reputed company employment is contingent upon reputed company obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. reputed company rights reserved. Used under license. Apply tot his job Apply To this Job