Salesforce Technical Product Owner, Contact Center
Overview
Own Salesforce CRM scope and requirements across Contact Center initiatives as the Technical Product Owner at Kanshe Infotech. Partner with business stakeholders and engineering to deliver CTI, Omni-Channel, and IVR integrations that improve agent efficiency. You will drive the full lifecycle from discovery to deployment in a long-term contract role, working onsite in Minneapolis. This role focuses on Salesforce Service Cloud in a healthcare environment, bridging business needs with technical reality.
What You'll Do8
- 1Own Salesforce scope and requirements for Contact Center projects, translating business needs into technical stories and acceptance criteria.
- 2Build and maintain a Salesforce roadmap aligned with Contact Center goals, coordinating with CTI, Omni-Channel, and IVR teams.
- 3Drive discovery workshops with stakeholders in Healthcare and Contact Center to define user stories and process flows.
- 4Prioritize backlog items to maximize business impact, aligning with engineering capacity and release cycles.
- 5Release features with clear communication, coordinating UAT and training for Contact Center agents.
- 6Monitor Salesforce performance and adoption in Contact Center operations, adjusting requirements based on feedback.
- 7Facilitate agile ceremonies (grooming, planning, demos) to ensure alignment with Salesforce delivery.
- 8Collaborate with QA to define test scenarios that validate CTI and Omni-Channel functionality.
Requirements7
- 15+ years in a Technical Product Owner role focused on Salesforce Service Cloud or Salesforce platform.
- 23+ years in Contact Center or call center environment, with CTI and Omni-Channel experience.
- 3Healthcare background is plus, with knowledge of HIPAA and patient data handling.
- 4Strong communication and leadership, able to drive decisions with executives and engineers.
- 5Experience managing product backlogs in Jira or Salesforce project tools.
- 6USC or green card holder, willing to work onsite in Minneapolis.
- 7Native English speaker with strong American accent, as required by clients.
Salary Insight
Salary not disclosed in listing
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