Description

Responsibilities

Own Salesforce CRM scope and requirements across Contact Center initiatives, serving as the primary point of contact for business partners.

Lead discovery and backlog refinement with Contact Center leaders, subject-matter experts, and the delivery pod to produce prioritized epics and stories with clear acceptance criteria and dependencies.

Align stakeholders on scope, priorities, and delivery expectations through transparent tradeoff decisions that prevent uncontrolled requirement changes.

Partner with the Solution Architect and Technical Development Lead to validate feasibility and document requirements that development and QA teams can execute.

Own UAT from test readiness through execution, defect triage, and stakeholder sign-off.

Track progress against agreed goals, address emerging risks, and coordinate release readiness and go/no-go preparation.

Required Qualifications

Demonstrated experience owning Salesforce CRM products for a Contact Center or Call Center operating model.

Hands-on experience with Salesforce Service Cloud, case management, and Contact Center workflows.

Demonstrated ability to control scope and reduce requirement churn through structured intake, backlog refinement, and definition-of-done practices.

Demonstrated ability to create executable user stories and testable acceptance criteria that address edge cases and cross-team dependencies.

Demonstrated ownership of UAT planning, execution coordination, defect triage, and business sign-off.

Demonstrated experience coordinating release checkpoints, production readiness, and go/no-go preparation.

Demonstrated ability to guide senior stakeholders and subject-matter experts from ambiguous requests to clear scope and buildable requirements.

Experience partnering with Solution Architects and engineering leads to align business requirements with Salesforce constraints and delivery approaches.

Demonstrated understanding of Contact Center telephony and CTI integration requirements, workflows, and dependencies.

Strong experience in:

UAT Management

Release / Production Readiness

Contact Center / CTI Integrations

Preferred Qualifications

Experience with Salesforce Health Cloud in a healthcare payer or adjacent healthcare environment.

Experience delivering Five9 or comparable telephony and CTI integrations within Salesforce.

Experience implementing knowledge management and call-deflection capabilities, such as Agentforce or self-service patterns.

Experience maintaining backlog quality and coordinating UAT across multiple Scrum teams or a shared-service QA model

Key Skills

Education

Bachelor's degree