Contact Center Product Specialist

Contact Center Product Specialist page is loaded## Contact Center Product Specialistlocations: Miami, Floridatime type: Full timeposted on: Posted 3 Days Agojob requisition id: JR01326**GROW YOUR CAREER WITH US** At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family! **APPLY ONLINE** If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered.**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.**DEGREE TYPE:**Bachelor's Degree**FIELD(S) OF STUDY:**Business Administration, Information Systems, Computer Science, or related field**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**Add certifications/licenses (if any) here.* Salesforce Administrator or related certifications preferred (not required)**ABOUT NCLH** Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line(R), Oceania Cruises(R) and Regent Seven Seas Cruises(R) brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year. **LEARN MORE ABOUT OUR COMPANY:** **EQUAL OPPORTUNITY EMPLOYER** 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. #J-18808-Ljbffr Norwegian Cruise Line