Overview
Full Time
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 6 Month(s)
Skills
Change Management
Jira
confluence
dashboards
Tableau
product owner
Incident management
Salesforce Service Cloud
UAT (User Acceptance Testing)
Workflow automation
Salesforce Administrator
Agile / Scrum
Case Management
Service Console
Omni-Channel
AI-Powered Service
Salesforce CRM
Roadmap Ownership
Backlog Prioritization
Agile Product Management
User Story Development
Salesforce Knowledge Integration
Einstein AI
Agent Assist
Agentforce
Slack Integration
Digital Engagement
UX Optimization
Customer Support Technology
Platform Governance
Salesforce Reports
Customer Experience
Agent Productivity
Self-Service Enablement
Support Operations
Cold Chain Logistics
Clinical Operations
SLA Compliance
Case Resolution Time
Customer Satisfaction
Metrics & KPI Tracking
Pilot & Rollout Management
Training & Adoption
Job Details
Solution IT Inc. is looking for a Salesforce Service Cloud Product Owner one of its clients in Durham, NC - Hybrid (3 days / Week)
Job Title: Salesforce Service Cloud Product Owner
Responsibilities
Job Description:
Salesforce Service Cloud system is the backbone of our client case and support workflows. From managing service requests and incidents to empowering agents with AI-driven insights, this platform is essential to our customer operations. We're looking for a seasoned Senior Service Cloud Product Owner to champion roadmap development, adoption, metrics, feature delivery, rollout, and governance.
What You'll Do
Own the Service Cloud Vision & Roadmap
- Define and prioritize a multi-year roadmap for Service Cloud focusing on case management, agent experience, and AI-powered service
- Shape backlog priorities based on business value, SLAs, agent feedback, and key service metrics (e.g., time-to-resolution, agent efficiency)
Strategize on Features & Prioritization
- Facilitate discovery with cross-functional teams (Clinical, Operations, Customer Service, IT)
- Document requirements, translate to user stories with acceptance criteria
- Partner with architects to drive scope, integrations (Knowledge, Omni-Channel, Slack), and delivery sequencing
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.