SR. Technical Product Manager - Salesforce Service Cloud

Day to Day:
A client of Insight Global is looking for a Senior Technical Product Manager to own the vision, strategy, and execution of a missioncritical Salesforce Service Cloud platform. This individual will be responsible for defining the platform roadmap, leading omnichannel intake and integration strategy, and ensuring Salesforce functions as a scalable, enterprisewide service and contact center platform. Day to day, the role will partner closely with engineering, architecture, and business leadership to design and govern case management, routing, SLAs, automations, and integrations with CTI/telephony platforms such as NICE CXone and enterprise systems including Jira. The Product Manager will drive largescale CRM standardization, lead platform transformations from implementation through maturity, define and track adoption and performance KPIs, and influence senior stakeholders to drive behavioral change and eliminate fragmented or legacy workflows
Pay rate starting at $70-75/hr

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:


Required Skills & Experience

Must Haves:
• 5+ years of Product Management experience owning enterprise platforms
• 3+ years leading Salesforce Service Cloud implementations
• Proven ownership of enterprise platform vision, roadmap, and integration strategy with senior (directorlevel+) influence
• Deep, handson expertise in Salesforce Service Cloud, including case management, omnichannel routing, Service Console, SLAs/entitlements, Knowledge, and automation (Flows)
• Experience owning omnichannel intake platforms (Experience Cloud/portals, EmailtoCase, CTI)
• Experience leading CTI / telephony integrations, preferably NICE CXone or similar platforms
• Experience integrating Salesforce with Jira or enterprise workflow tools, including bidirectional synchronization
• Strong understanding of APIbased integrations and middlewaredriven enterprise architecture
• Demonstrated ability to design scalable case taxonomy, routing, SLAs, automation, and governance
• Experience leading enterprise CRM transformations, driving standardization, adoption, and elimination of fragmented workflows
• Experience owning the operating model for a missioncritical enterprise platform
• Proven ability to influence senior leadership, drive behavioral change, and deliver measurable adoption
Strong Agile delivery experience using Jira and Confluence


Nice to Have Skills & Experience

Plusses:
• Salesforce Service Cloud certifications
• Prior Salesforce Administrator or handson configuration background
• Background in healthcare or similar regulated industries


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.