Lead CCaaS & CRM Product Owner

Norwegian Cruise Line; Miami (FL); On-site; USD 120,000 - 160,000; Full time

Job summary

Norwegian Cruise Line Holdings Ltd. is seeking a Sr Contact Center Product Owner to own and deliver complex product capabilities across the contact center ecosystem.

You’ll bridge business needs with technical execution, ensuring reusable workflows, data integrity, and scalable automation across Salesforce and related platforms. You will define product scope, collaborate with stakeholders, mentor teammates, and guide integration efforts with CCaaS like Genesys, while driving AI-enabled

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.
• 6+ years of experience in CRM, customer experience technology, or contact center environments.
• Strong hands-on experience with CRM platforms (Salesforce preferred), including advanced configuration and solution design.
• Experience designing and delivering complex workflows, integrations, and automation solutions.
• Experience mentoring or leading junior team members.

Responsibilities

• Own and manage complex product domains, including backlog prioritization, requirement definition, and delivery outcomes.
• Lead solution design efforts, ensuring alignment between business requirements and scalable technical implementation.
• Collaborate with business stakeholders to define needs, translate them into product features, and drive delivery aligned to business objectives.
• Define and document customer journeys, business workflows, and system behavior across the contact center experience.
• Make decisions on scope, priorities, and trade-offs to ensure timely and effective delivery.
• Guide Product Specialists in the execution of configurations, enhancements, testing, and support activities.
• Partner with engineering teams to deliver complex integrations, custom solutions, and advanced capabilities.
• Collaborate with platform teams (e.g., CCaaS/Genesys, identity, telephony) to ensure alignment between business logic and platform execution.
• Ensure that business logic, workflows, and customer data are centralized and not duplicated across platforms.
• Drive the design and implementation of AI-enabled capabilities, including automation, agent assist, and self-service.
• Validate delivered solutions through testing, metrics, and stakeholder feedback to ensure business value is realized.
• Identify and resolve gaps between business needs and system capabilities, proposing scalable and sustainable solutions.
• Provide mentorship and guidance to Product Specialists and Product Owners, supporting their development.
• Support governance and alignment across product domains to ensure consistency and scalability.

Skills

CRM platforms

Solution design

Stakeholder management

AI capabilities

Mentoring

Education

Bachelor's Degree

Information Systems

Tools

Salesforce

Genesys CCaaS

Job description

Norwegian Cruise Line Holdings Ltd. is seeking a Sr Contact Center Product Owner to own and deliver complex product capabilities across the contact center ecosystem.

You’ll bridge business needs with technical execution, ensuring reusable workflows, data integrity, and scalable automation across Salesforce and related platforms. You will define product scope, collaborate with stakeholders, mentor teammates, and guide integration efforts with CCaaS like Genesys, while driving AI-enabled