Contact Center Product Specialist
Core
Configure and enhance CRM and related platforms to support contact center operations, automate workflows, and ensure system stability for guest service teams.
Role type
Product Specialist (CRM & Contact Center Operations)
Builds
CRM configurations, automated workflows, and system integrations for contact center platforms
Domain
Hospitality / Contact Center Technology / CRM
Deliverable
product features
Required skills
CRM platform configuration, workflow automation, system troubleshooting, test plan execution, data validation, release management
Preferred skills
Salesforce administration, CCaaS platform experience, AI-driven agent assist tools, contact center environment experience
Technologies
Salesforce, Genesys, CCaaS platforms
Responsibilities
Configure and enhance product capabilities within CRM and related platforms; Execute product backlog items by implementing system configurations; Analyze, troubleshoot, and resolve production issues; Develop, document, and execute test plans; Support data management activities including uploads and integrity checks; Assist in release activities including deployment validation and regression testing
Seniority
Individual Contributor, entry to mid-level