Sr Contact Center Product Owner
Core
Own and deliver complex product capabilities for the contact center ecosystem, focusing on business outcomes, solution design, and scalability for cruise line guest experiences.
Role type
Senior Product Owner (Contact Center)
Builds
CRM platforms (Salesforce), CCaaS solutions (Genesys), AI-enabled automation, agent assist, and self-service features.
Domain
Travel & Hospitality / Contact Center Technology
Deliverable
production ML models | product features
Required skills
CRM solution design, backlog prioritization, workflow definition, system architecture understanding, AI capability integration, stakeholder collaboration, mentorship
Preferred skills
Salesforce certifications (Administrator, Platform App Builder), CCaaS platform familiarity, advanced configuration experience
Technologies
Salesforce, Genesys, CCaaS, AI automation tools
Responsibilities
Own and manage complex product domains including backlog prioritization and requirement definition; Lead solution design efforts ensuring alignment between business requirements and technical implementation; Define and document customer journeys and business workflows; Partner with engineering teams to deliver complex integrations and advanced capabilities; Mentor Product Specialists and Product Owners; Validate delivered solutions through testing and metrics.
Seniority
Senior, hands-on IC with mentorship responsibilities
