SALESFORCE TECHNICAL PRODUCT OWNER

Title: Salesforce Technical Product Owner – Contact Center
Location: Minneapolis, MN
Job Type: Long-Term Contract

Employment Type: USC/GC

• Strong candidates currently available on  W2

• Must be  local to Minneapolis, MN

• Native English speaker with a strong  American accent

• Contact Center / Call Center experience is required

• Healthcare background is a  plus

Responsibilities

• Own Salesforce CRM scope and requirements across Contact Center initiatives, serving as the primary point of contact for business partners.

• Lead discovery and backlog refinement with Contact Center leaders, subject-matter experts, and the delivery pod to produce prioritized epics and stories with clear acceptance criteria and dependencies.

• Align stakeholders on scope, priorities, and delivery expectations through transparent tradeoff decisions that prevent uncontrolled requirement changes.

• Partner with the Solution Architect and Technical Development Lead to validate feasibility and document requirements that development and QA teams can execute.

• Own UAT from test readiness through execution, defect triage, and stakeholder sign-off.

• Track progress against agreed goals, address emerging risks, and coordinate release readiness and go/no-go preparation.

Required Qualifications

• Demonstrated experience owning  Salesforce CRM products for a Contact Center or Call Center operating model .

• Hands-on experience with  Salesforce Service Cloud , case management, and Contact Center workflows.

• Demonstrated ability to control scope and reduce requirement churn through structured intake, backlog refinement, and definition-of-done practices.

• Demonstrated ability to create executable user stories and testable acceptance criteria that address edge cases and cross-team dependencies.

• Demonstrated ownership of  UAT planning, execution coordination, defect triage, and business sign-off .

• Demonstrated experience coordinating  release checkpoints, production readiness, and go/no-go preparation .

• Demonstrated ability to guide senior stakeholders and subject-matter experts from ambiguous requests to clear scope and buildable requirements.

• Experience partnering with  Solution Architects and engineering leads to align business requirements with Salesforce constraints and delivery approaches.

• Demonstrated understanding of  Contact Center telephony and CTI integration requirements, workflows, and dependencies.

• Strong experience in:

  • UAT Management

  • Release / Production Readiness

  • Contact Center / CTI Integrations

Preferred Qualifications

• Experience with  Salesforce Health Cloud in a healthcare payer or adjacent healthcare environment.

• Experience delivering  Five9 or comparable telephony and CTI integrations within Salesforce.

• Experience implementing  knowledge management and call-deflection capabilities , such as Agentforce or self-service patterns.

• Experience maintaining backlog quality and coordinating UAT across multiple Scrum teams or a shared-service QA model.

Key Candidate Profile

The ideal candidate is a  Salesforce Technical Product Owner / Product Owner with strong  Contact Center/Call Center experience , hands-on  Salesforce Service Cloud knowledge, and proven ownership of  requirements, backlog refinement, UAT, release readiness, and CTI/telephony integrations . Healthcare/Health Cloud and Five9 experience are highly preferred.