Contact Center Associate Jobs in Raleigh, NC (NOW HIRING)

Job Summary:
Syntricate Technologies is seeking a Salesforce Insight Product Owner based in Cary, NC. The role involves serving as the Product Owner for Agent Desktop (Salesforce Insight) CoPilot, enhancing the Contact Center platform roadmap, and leveraging Artificial Intelligence strategies to improve customer and associate experiences.
Responsibilities:
• Serve as Product Owner for Agent Desktop (Salesforce Insight) CoPilot
• Build, integrate, and enhance Contact Center related platform roadmap by prioritizing epics, features and stories in the backlog that execute the strategic vision.
• Deep understanding and experience with Artificial Intelligence (AI) in terms of customer and Contact Center associate experience (e.g. knowledge of co-pilot, post call wrap/import speech analytics for post call wrap, tracking utilization of Co-Pilot)
• Deep understanding of Salesforce CoPilot capabilities
• Experience building out and executing Artificial Intelligence (AI) strategies that translates to achieving KPIs (e.g. AHT, etc.) and other OKRs that are important to stakeholders. Draw insights and present results clearly to facilitate sound decision-making on next steps.
• Monitor development of CRM (Salesforce) product stories during sprints and iterations, escalate issues and remove blockers.
• Establish plan for roll-out / release of new features and functionality and define, measure and report on product analytics, performance, and success.
• Partner with Application Development to lead discovery on new concepts, including determining and refining business value, and customer value based upon technical feasibility.
• Take part in cross functional system demos, review UAT, ensure post-production check out is completed and monitor/prioritize post-production issues.
• Engage business owners and leaders in conversations about their business strategies and recommend Artificial Intelligence (AI) technology solutions to support those strategies.
• Build and manage relationships across several stakeholders, including Contact Center LOBs, Digital, Application Development, Risk/Security, etc.
• Ability to put structure around complex projects that maybe undefined or fluid in nature.
Qualifications:
Required:
• Serve as Product Owner for Agent Desktop (Salesforce Insight) CoPilot
• Build, integrate, and enhance Contact Center related platform roadmap by prioritizing epics, features and stories in the backlog that execute the strategic vision.
• Deep understanding and experience with Artificial Intelligence (AI) in terms of customer and Contact Center associate experience (e.g. knowledge of co-pilot, post call wrap/import speech analytics for post call wrap, tracking utilization of Co-Pilot)
• Deep understanding of Salesforce CoPilot capabilities
• Experience building out and executing Artificial Intelligence (AI) strategies that translates to achieving KPIs (e.g. AHT, etc.) and other OKRs that are important to stakeholders. Draw insights and present results clearly to facilitate sound decision-making on next steps.
• Monitor development of CRM (Salesforce) product stories during sprints and iterations, escalate issues and remove blockers.
• Establish plan for roll-out / release of new features and functionality and define, measure and report on product analytics, performance, and success.
• Partner with Application Development to lead discovery on new concepts, including determining and refining business value, and customer value based upon technical feasibility.
• Take part in cross functional system demos, review UAT, ensure post-production check out is completed and monitor/prioritize post-production issues.
• Engage business owners and leaders in conversations about their business strategies and recommend Artificial Intelligence (AI) technology solutions to support those strategies.
• Build and manage relationships across several stakeholders, including Contact Center LOBs, Digital, Application Development, Risk/Security, etc.
• Ability to put structure around complex projects that maybe undefined or fluid in nature.
• Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio
• Have a Design Thinking Mindset: Personas, Journey Maps, Story Maps, User story writing and Acceptance Criteria
• Expert Understanding of technologies of Salesforce Co Pilot capabilities
• Expert Understanding of benefits of Co Pilot: Associate and customer satisfaction, Knowledge, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time
• Ability to determine needed enhancements based on analysis of metrics, and quantify the expected results
• Expert understanding of Agile Methodologies, Preferably certified Agile Product Owner
• Agile and DevOps methodology: Backlog grooming, Sprint Planning
• Excellent Communication, organization and planning skills
• Stakeholder Management
• 3+ years' current experience working within a complex Salesforce development environment
• 3+ years' current experience working on a Scrum and/or Agile team as Product Owner
• 3+ years' experience with creating documentation for communication with varied audiences
• 2+ years' experience working on complex development projects
Preferred:
• Location: Bridgewater NJ, Cary NC , Warwick, RI, Tampa FL preferred
Company:
Syntricate Technologies offers quality assurance, validation, regulatory, business analysis, and project management services. Founded in 2004, the company is headquartered in Boston, USA, with a team of 51-200 employees. The company is currently Growth Stage.