Product Owner - Genesys Cloud and Salesforce Service Cloud

Role: Product Owner - Genesys Cloud and Salesforce Service Cloud

Reports to: Director of Product Management

Location: This role will be remote in the continental United States, Alaska, or Hawaii

Eligibility: Authorization to work for any employer in the United States is required. The Trevor Project will not sponsor a work visa for this role.

Classification: Exempt Full Time

Union Role:  Non-Union

Salary Range: 100k -120k

Summary

This role will be instrumental in evolving The Trevor Project’s contact center operations, with a strong emphasis on leveraging Genesys Cloud and Salesforce Service Cloud technologies. The Product Manager will take on board strategies shared by senior business stakeholders, and the technology leadership team, and focus on the successful delivery of product features and updates. This role is centered on execution and not on crafting product vision and strategy. This Product Owner will have a hands-on approach to, refining priorities, and working closely with agile development teams to deliver high-quality software solutions that enhance the support and care we provide to LGBTQ+ young people.

What You’ll Do

• Drive Agile/Scrum Processes: Hosting meetings and facilitating ceremonies with stakeholders to ensure efficient and effective development cycles.
• Storytelling: You possess the ability to write thorough and detailed user stories, translating complex functionality into clear, actionable tasks that guide development efforts.
• Measure Value: The outcomes of your stories will be measurable and will deliver value that contributes to improving key performance indicators that are tied to business objectives
• Backlog Management: Own and prioritize the product backlog, ensuring that all items are clearly defined, estimated, and ready for development.
• Stakeholder Engagement: Act as the primary liaison for stakeholders that are closely connected with your product, ensuring their strategic vision is impeccably integrated into product development, handling confidential strategy matters, and communicating leadership decisions to other staff members.
• Sprint Planning: Work hand-in-hand with agile teams to plan sprints, define sprint goals, and ensure a steady delivery pace.
• Acceptance Criteria Definition: Clearly define acceptance criteria for backlog items, ensuring that deliverables meet the desired quality and requirements.
• User Feedback Integration: Facilitate the integration of user feedback into the product development cycle, enhancing product value and user satisfaction.
• Release Management: Coordinate release planning and execution, communicating release features and benefits to stakeholders and users.
• Lead and collaborate with empathy, showing courage and compassion when making decisions
• Demonstrate fair, ethical, and equitable business practices
• Inspire and foster collaboration and partnerships
• Create spaces that are supportive and affirming to all
• Learn eagerly, share knowledge generously, and improve continuously
• Other relevant duties and responsibilities as assigned
• Demonstrate a commitment to fostering and maintaining an environment of diversity, inclusion, and belonging

Minimum Qualifications

• Knowledge of Genesys Cloud and Salesforce Service Cloud and contact center industry trends, best practices and latest developments.
• Agile Scrum Expertise. You have a good level of experience driving Scrum teams from a product ownership perspective.
• You are a certified Scrum Product Owner (CSPO).
• Proficiency in Genesys Cloud: Knowledge of Genesys Cloud features, configurations, and integrations, with the ability to leverage its capabilities to optimize contact center operations.
• Contact Center Workflows: You have a working knowledge of workflow capabilities, such as IVR/ACD, AI and predictive routing
• Salesforce Service Cloud Expertise: Understanding of Salesforce Service Cloud, including customization, workflow automation, and integration with other platforms.
• Genesys Cloud Certifications: Preference for candidates with certifications in Genesys Cloud solutions, such as Genesys Cloud Certified Professional.
• Data Analysis and Reporting Skills: Competency in analyzing contact center performance data to inform product decisions, using both Genesys and Salesforce reporting tools.
• Detail-Oriented: Skilled in breaking down complex features into manageable user stories and defining clear acceptance criteria.
• Collaborative Communicator: Acts as the bridge between stakeholders and development teams, translating business needs into technical requirements.
• User-Centric: Prioritizes user needs and organizational goals in backlog management, using data to inform decisions.
• Organized and efficient. You’re capable of assessing and delivering on multiple competing priorities with little supervision.
• Crisis Services familiarity: Bonus points if you have experience working in a crisis services (chat/text/phone) contact center.
• Proficiency in spoken and written English
• Demonstrated successful planning and problem-solving skills, with proven ability to multitask and work well within tight timelines
• Proven ability to work, communicate, and collaborate effectively with individuals and teams at all levels, both internally and externally
• Attention to detail and accuracy in all work
• Demonstrated commitment to fostering and maintaining an environment of diversity, inclusion, and belonging.
• Proficiency in spoken and written English

Preferred Qualifications

• Proficiency in Genesys Cloud: Deep knowledge and understanding of Genesys Cloud features, configurations, and integrations, with the ability to leverage its capabilities to optimize multi channel contact center operations. Genesys features include: Workforce Engagement Management (WEM), Workforce Management (WFM), Agent Assist.
• Salesforce Service Cloud Expertise: Deep knowledge and understanding of Salesforce Service Cloud, including customization, workflow automation, and integration with other platforms.
• Salesforce Certification: Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Service Cloud Consultant, Salesforce Certified Nonprofit Cloud Consultant) are highly desirable, reflecting a commitment to maintaining expert-level knowledge in Salesforce technologies.
• Jira + Confluence: You will be comfortable using Jira and Confluence to build, refine and prioritize your backlog.

$100,000 - $120,000 a year