Technical Product Owner, Salesforce Knowledge Platform

Socket.dev; Minnetonka (MN); On-site; USD 100,300 - 172,000; Full time

Job summary

Medica is seeking a Technical Product Owner (TPO) for the Contact Center Knowledge Management Platform to define, prioritize, and deliver capabilities that provide agents, supervisors, and customers with accurate, timely knowledge through Salesforce-based solutions.

The TPO bridges business stakeholders, Contact Center Operations, Knowledge Management, and delivery teams to ensure operational excellence, customer experience, and continuous improvement.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Business, Engineering, or related field.
• 7+ years of related work experience beyond degree.
• 3+ years of Salesforce platform experience.
• Experience supporting Contact Center, Customer Service, or Customer Experience environments.

Responsibilities

• Owns and prioritizes the backlog for the Knowledge Management platform.
• Lead sprint planning, backlog refinement, and iterations.
• Partner with business stakeholders and delivery teams to ensure alignment with priorities.
• Define product strategy and roadmap for the Contact Center Knowledge Management platform.
• Track delivery metrics and ensure outcomes align with business goals.

Skills

Salesforce Platform

Agile/Scrum

Knowledge management

AI-enabled KM

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Salesforce

Job description

Medica is seeking a Technical Product Owner (TPO) for the Contact Center Knowledge Management Platform to define, prioritize, and deliver capabilities that provide agents, supervisors, and customers with accurate, timely knowledge through Salesforce-based solutions.

The TPO bridges business stakeholders, Contact Center Operations, Knowledge Management, and delivery teams to ensure operational excellence, customer experience, and continuous improvement.