Description

Own the Salesforce CRM scope and requirements for Contact Center initiatives, serving as the primary liaison between business partners and delivery teams.

This role is on-site.

Responsibilities

• Lead discovery and backlog refinement with Contact Center leaders and SMEs to produce prioritized epics, stories, and clear acceptance criteria.
• Partner with the Solution Architect and Technical Development Lead to validate feasibility and document requirements for development and QA execution.
• Own the full UAT lifecycle, including test readiness, execution coordination, defect triage, and final stakeholder sign-off.
• Track progress against goals, manage emerging risks, and coordinate release readiness and go/no-go preparations.
• Align stakeholders on scope and priorities through transparent tradeoff decisions to prevent uncontrolled requirement changes.

Required Skills

• 5+ years of experience owning Salesforce CRM products, specifically within a Contact Center or Call Center operating model.
• Hands-on expertise with Salesforce Service Cloud, case management, and Contact Center workflows.
• Strong understanding of Contact Center telephony and CTI integration requirements, workflows, and dependencies.
• Proven ability to control scope and reduce churn using structured intake, backlog refinement, and definition-of-done practices.
• Experience creating executable user stories and testable acceptance criteria that address edge cases and cross-team dependencies.
• Strong experience in UAT management, release coordination, and production readiness.
• Bachelor's degree in a related field.

Preferred Skills

• Experience with Salesforce Health Cloud in a healthcare payer or adjacent environment.
• Experience delivering Five9 or comparable telephony and CTI integrations within Salesforce.
• Experience implementing knowledge management, call-deflection capabilities, or Agentforce self-service patterns.

Key Skills

Education

Bachelor's degree