Contact Center Product Specialist
Norwegian Cruise Line Holdings Ltd., Miami, FL, United States
Degree Type:
Bachelor's Degree
Field(s) Of Study:
Business Administration, Information Systems, Computer Science, or related field
Position Responsibilities
Configure and enhance product capabilities within CRM and related platforms (e.g., case workflows, customer data, agent experience, automation, and integrations).
Execute product backlog items by implementing system configurations and changes based on defined requirements.
Support Product Owners in collaborating with business stakeholders to understand requirements and business needs.
Assist in translating defined requirements into system configurations and solutions.
Contribute to solution discussions by providing input and recommendations under the guidance of Product Owners.
Analyze, troubleshoot, and resolve production issues to maintain system stability and minimize business disruption.
Develop, document, and execute test plans to ensure quality and consistency of product enhancements and releases.
Maintain business process and system documentation aligned with operational and compliance standards.
Support data management activities including data uploads, validation, and integrity checks.
Assist in release activities including deployment validation, regression testing, and post-release support.
Identify issues and opportunities for improvement and provide feedback to Product Owners.
Stay current with platform capabilities, releases, and best practices.
Operate within defined product and platform guardrails to ensure stability, security, and performance of solutions.
Experience
1+ years of hands‑on experience working with CRM platforms (Salesforce preferred) including configuration, workflows, or automation.
Experience or exposure to configuring workflows, automation, or data within enterprise systems.
Exposure to sales, service, or customer experience processes preferred.
Experience in contact center or omnichannel environments (voice, chat, email) is a plus.
Familiarity with CCaaS platforms (e.g., Genesys) and their interaction with CRM systems is a plus.
Exposure to AI‑driven capabilities such as automation, chatbots, or agent assist tools is a plus.
Competencies & Skills
Strong analytical and problem‑solving skills.
Ability to learn quickly and apply new concepts in a technical environment.
Effective communication skills across business and technical teams.
Attention to detail and commitment to quality.
Ability to manage multiple priorities in a fast‑paced environment.
Basic understanding of SDLC and agile delivery models.
Certifications & Licenses
Salesforce Administrator or related certifications preferred (not required).
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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Bachelor's Degree
Field(s) Of Study:
Business Administration, Information Systems, Computer Science, or related field
Position Responsibilities
Configure and enhance product capabilities within CRM and related platforms (e.g., case workflows, customer data, agent experience, automation, and integrations).
Execute product backlog items by implementing system configurations and changes based on defined requirements.
Support Product Owners in collaborating with business stakeholders to understand requirements and business needs.
Assist in translating defined requirements into system configurations and solutions.
Contribute to solution discussions by providing input and recommendations under the guidance of Product Owners.
Analyze, troubleshoot, and resolve production issues to maintain system stability and minimize business disruption.
Develop, document, and execute test plans to ensure quality and consistency of product enhancements and releases.
Maintain business process and system documentation aligned with operational and compliance standards.
Support data management activities including data uploads, validation, and integrity checks.
Assist in release activities including deployment validation, regression testing, and post-release support.
Identify issues and opportunities for improvement and provide feedback to Product Owners.
Stay current with platform capabilities, releases, and best practices.
Operate within defined product and platform guardrails to ensure stability, security, and performance of solutions.
Experience
1+ years of hands‑on experience working with CRM platforms (Salesforce preferred) including configuration, workflows, or automation.
Experience or exposure to configuring workflows, automation, or data within enterprise systems.
Exposure to sales, service, or customer experience processes preferred.
Experience in contact center or omnichannel environments (voice, chat, email) is a plus.
Familiarity with CCaaS platforms (e.g., Genesys) and their interaction with CRM systems is a plus.
Exposure to AI‑driven capabilities such as automation, chatbots, or agent assist tools is a plus.
Competencies & Skills
Strong analytical and problem‑solving skills.
Ability to learn quickly and apply new concepts in a technical environment.
Effective communication skills across business and technical teams.
Attention to detail and commitment to quality.
Ability to manage multiple priorities in a fast‑paced environment.
Basic understanding of SDLC and agile delivery models.
Certifications & Licenses
Salesforce Administrator or related certifications preferred (not required).
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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