Liam Davis

• Created and maintained user-facing Agentforce (Default) agents, an AI tool that enables agents to gather troubleshooting information efficiently by asking targeted questions, streamlining interactions and enhancing customer experience.
• Spearheaded AI enablement initiatives, including Service Replies, Article Recommendations, and Work Summaries within Service Cloud.
• Managed chatbot development and deployment across multiple Salesforce environments (Intdev, Devliam, DevDme).
• Led FY25 Bot Taskforce, driving internal chatbot technology advancements without external dependencies.
• Developed comprehensive dashboards for data analysis and reporting, enhancing decision-making processes.

• Led Chat migration Projects
• Managed Sprinklr Systems
• Messaging Admin for Salesforce Service Cloud
• Met project deadlines without sacrificing build quality or workplace safety.
• Established effective communication among team members for enhanced collaboration and successful project completion.

- Managed escalated social media cases and direct messaging troubleshooting.
- Represented the company on professional forums, addressing LinkedIn queries and
Hypercare reviews.
- Contributed to product testing and feedback during SRT meetings.