Prioritize and manage the product backlog for Agent Desktop (Salesforce Insight) CoPilot, aligning with strategic goals.
Utilize AI technologies like CoPilot and speech analytics to enhance customer and associate experiences and track performance.
Develop and enhance the platform roadmap; plan feature roll-outs and define success metrics.
Monitor progress during sprints, escalate issues, and remove blockers.
Partner with Application Development to explore new concepts and refine business value.
Participate in system demos, UAT, and post-production processes.
Engage with business leaders to understand strategies and propose AI solutions.
Build strong relationships with stakeholders across teams.
Organize complex projects and provide clear frameworks for successful outcomes.
Required Skills
Expert knowledge of Miro, Azure DevOps, SharePoint, Microsoft Teams, PowerPoint, and Visio.
Skilled in creating and utilizing personas, journey maps, story maps, user stories, and acceptance criteria.
In-depth understanding of Salesforce CoPilot features, benefits, and integration with Contact Center operations.
Ability to analyze performance metrics, determine necessary enhancements, and quantify expected outcomes.
Expert understanding of Agile methodologies; certification as an Agile Product Owner is preferred. Experienced in backlog grooming, sprint planning, and agile ceremonies.
Exceptional ability to communicate, organize, and plan effectively.
Strong skills in building and maintaining relationships with diverse stakeholders.
Required Experience
3+ years of experience working within a complex Salesforce development environment.
3+ years of experience working as a Product Owner in a Scrum and/or Agile team.
3+ years of experience creating documentation and communicating with varied audiences.
2+ years of experience contributing to complex development projects.