Product Owner - Salesforce Platform

Job Description :

Responsibilities :

- Deep understanding and experience with Email and Case Management, including relevant metrics.

- Build, integrate, and enhance the product roadmap by prioritizing epics, features, and stories aligned with the strategic vision.

- Experience with both Salesforce Classic and Lightning (preferred).

- Deep understanding of Salesforce CoPilot capabilities.

- Expertise in AI in Customer and Contact Center Associate Experience, including: CoPilot, Next Best Action, Automation based on intent, Knowledge-driven guidance, Call summarization, Post-call wrap, Speech analytics integration, Utilization tracking of CoPilot.

- Proven experience in building and executing AI strategies to drive KPIs (e. g., AHT) and OKRs; capable of drawing insights and presenting results.

- Engage with business owners to align AI technology solutions with business strategies.

- Monitor the development of product stories during sprints and iterations, escalating issues and removing blockers.

- Define roll-out plans for new features; measure and report on product analytics, performance, and success.

- Collaborate with Application Development to assess the business and customer value of new concepts.

- Participate in cross-functional system demos, UAT, post-production checkouts, and prioritize production issues.

- Build and manage relationships with stakeholders across Contact Center LOBs, Digital, Risk/Security, App Dev, etc.

- Ability to bring structure to complex or fluid projects.

- Subject matter expert in Salesforce profiles, roles, and permissions.

- Subject matter expert in Salesforce reporting.

Requirements :

- 8+ years in medium-to-large technology-based projects.

- 3+ years in a complex Salesforce development environment.

- 3+ years as a Product Owner in a Scrum/Agile team

- 3+ years creating technical and business documentation.

- 4+ years on complex development projects.

Technical Knowledge and Skills :

- Proficiency in collaboration tools : Miro, Azure DevOps, SharePoint, Microsoft Teams, PowerPoint, Visio.

- Deep knowledge of Salesforce Classic and Lightning.

- Understanding of Insurance products (GLP/FNOL, Annuity Life).

- Design Thinking mindset: Personas, Journey Maps, Story Maps, User Story writing, Acceptance Criteria.

- Expert knowledge of Salesforce CoPilot capabilities and benefits.

- Analytical skills to define enhancements from metrics and quantify expected results.

- Strong grounding in Agile and DevOps methodologies, preferably a certified Agile Product Owner.

- Proficient in backlog grooming, sprint planning, and stakeholder management.

- Excellent communication, organizational, and planning skills.

- Education : Bachelor's degree in Computer Science, Engineering, or a related discipline.

Location : Bangalore