JOB SUMMARY

Responsible for owning and delivering complex product capabilities across the contact center ecosystem, with a focus on business outcomes, solution design, and scalability. Acts as a senior product leader, bridging business needs and technical execution, and ensuring that workflows, customer data, and automation capabilities are designed for reuse and consistency across channels.

Leads the definition and delivery of product capabilities within the system-of-record layer (e.g., CRM platforms such as Salesforce), while partnering with platform teams to ensure scalable and reliable execution.

POSITION RESPONSIBILITIES

·  Own and manage complex product domains, including backlog prioritization, requirement definition, and delivery outcomes.

·  Lead solution design efforts, ensuring alignment between business requirements and scalable technical implementation.

·  Collaborate with business stakeholders to define needs, translate them into product features, and drive delivery aligned to business objectives.

·  Define and document customer journeys, business workflows, and system behavior across the contact center experience.

·  Make decisions on scope, priorities, and trade-offs to ensure timely and effective delivery.

·  Guide Product Specialists in the execution of configurations, enhancements, testing, and support activities.

·  Partner with engineering teams to deliver complex integrations, custom solutions, and advanced capabilities.

·  Collaborate with platform teams (e.g., CCaaS/Genesys, identity, telephony) to ensure alignment between business logic and platform execution.

·  Ensure that business logic, workflows, and customer data are centralized and not duplicated across platforms.

·  Drive the design and implementation of AI-enabled capabilities, including automation, agent assist, and self-service.

·  Validate delivered solutions through testing, metrics, and stakeholder feedback to ensure business value is realized.

·  Identify and resolve gaps between business needs and system capabilities, proposing scalable and sustainable solutions.

·  Provide mentorship and guidance to Product Specialists and Product Owners, supporting their development.

·  Support governance and alignment across product domains to ensure consistency and scalability.

QUALIFICATIONS

DEGREE TYPE:

Bachelor's Degree

FIELD(S) OF STUDY:

Computer Science, Information Systems, Business Administration, or related field

EXPERIENCE

·  6+ years of experience in CRM, customer experience technology, or contact center environments

·  Strong hands-on experience with CRM platforms (Salesforce preferred), including advanced configuration and solution design

·  Experience designing and delivering complex workflows, integrations, and automation solutions

·  Proven experience working with cross-functional teams and business stakeholders

·  Familiarity with CCaaS platforms (e.g., Genesys) and understanding of routing and interaction flows

·  Experience with AI-driven capabilities such as automation, chatbots, agent assist, or analytics

·  Experience mentoring or leading junior team members

COMPETENCIES & SKILLS

·  Strong solution design and technical problem-solving skills

·  Ability to translate complex business requirements into scalable product capabilities

·  Strong understanding of system architecture and data models

·  Ability to operate across business and technical domains

·  Strong decision-making and prioritization skills

·  Excellent communication and stakeholder management skills

·  Ability to mentor and guide team members

·  Strong analytical mindset and attention to detail

CERTIFICATIONS & LICENSES

• Salesforce certifications strongly preferred (Administrator, Platform App Builder, Advanced Admin, etc.)