Salesforce PM: AI-Driven Onboarding & Automation

NEXBRIDGE RECRUITMENT PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

NEXBRIDGE RECRUITMENT PTE. LTD. is seeking an experienced Product Manager / Business Analyst to drive the onboarding of Salesforce-based service channels for government-facing contact centres in Singapore.

You will translate complex business needs into practical, scalable configurations and collaborate with product, engineering and vendor teams to deliver value. Responsibilities include backlog prioritisation, UAT coordination, change management and ensuring successful rollouts across multiple

Qualifications

• 3 years of product management, business analysis or enterprise app delivery experience.
• Experience gathering requirements and writing user stories.
• Experience with Agile delivery and managing backlogs.
• Strong stakeholder management and communication skills.
• Translate requirements into scalable solutions with tech teams.
• Experience with large-scale system rollouts across units or agencies.
• Familiar with Salesforce Service Cloud and related modules.
• Experience with contact centre telephony platforms like Amazon Connect.
• Exposure to workflow automation and AI-enabled customer service.
• Experience in co-sourced delivery with internal and external teams.

Responsibilities

• Drive onboarding of agency mailboxes and hotlines onto Salesforce across ServiceSG's contact centre operations.
• Engage stakeholders to understand requirements and identify gaps needing config or enhancements.
• Align onboarding plans with Email and Calls Product Managers on roadmaps and priorities.
• Standardise workflows and optimise Salesforce capabilities; introduce automation and AI-enabled solutions.
• Gather requirements, user stories and acceptance criteria for product improvements.
• Prioritise product backlog based on value, user needs and feasibility.
• Collaborate with engineering and vendors to refine requirements and monitor progress.
• Coordinate UAT, training, change management and go-live activities.
• Monitor feedback and performance to identify improvements.
• Support roadmap development, release planning and adoption strategies for Salesforce scalability.

Skills

Product management

Business analysis

Agile delivery

Stakeholder management

Communication

Analytical skills

Problem solving

Vendor coordination

Tools

Salesforce Service Cloud

Case Management

Omni-Channel

Service Cloud Voice

Amazon Connect

Knowledge Management

Job description

NEXBRIDGE RECRUITMENT PTE. LTD. is seeking an experienced Product Manager / Business Analyst to drive the onboarding of Salesforce-based service channels for government-facing contact centres in Singapore.

You will translate complex business needs into practical, scalable configurations and collaborate with product, engineering and vendor teams to deliver value. Responsibilities include backlog prioritisation, UAT coordination, change management and ensuring successful rollouts across multiple