Sr Contact Center Product Owner

Job description

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. JOB SUMMARY Responsible for owning and delivering complex product capabilities across the contact center ecosystem, with a focus on business outcomes, solution design, and scalability. Acts as a senior product leader, bridging business needs and technical execution, and ensuring that workflows, customer data, and automation capabilities are designed for reuse and consistency across channels. Leads the definition and delivery of product capabilities within the system-of-record layer (e.g., CRM platforms such as Salesforce), while partnering with platform teams to ensure scalable and reliable execution. POSITION RESPONSIBILITIES · Own and manage complex product domains, including backlog prioritization, requirement definition, and delivery outcomes. · Lead solution design efforts, ensuring alignment between business requirements and scalable technical implementation. · Collaborate with business stakeholders to define needs, translate them into product features, and drive delivery aligned to business objectives. · Define and document customer journeys, business workflows, and system behavior across the contact center experience. · Make decisions on scope, priorities, and trade-offs to ensure timely and effective delivery. · Guide Product Specialists in the execution of configurations, enhancements, testing, and support activities. · Partner with engineering teams to deliver complex integrations, custom solutions, and advanced capabilities. · Collaborate with platform teams (e.g., CCaaS/Genesys, identity, telephony) to ensure alignment between business logic and platform execution. · Ensure that business logic, workflows, and customer data are centralized and not duplicated across platforms. · Drive the design and implementation of AI-enabled capabilities, including automation, agent assist, and self-service. · Validate delivered solutions through testing, metrics, and stakeholder feedback to ensure business value is realized. · Identify and resolve gaps between business needs and system capabilities, proposing scalable and sustainable solutions. · Provide mentorship and guidance to Product Specialists and Product Owners, supporting their development. · Support governance and alignment across product domains to ensure consistency and scalability. QUALIFICATIONS DEGREE TYPE: Bachelor's Degree FIELD(S) OF STUDY: Computer Science, Information Systems, Business Administration, or related field EXPERIENCE · 6+ years of experience in CRM, customer experience technology, or contact center environments · Strong hands-on experience with CRM platforms (Salesforce preferred), including advanced configuration and solution design · Experience designing and delivering complex workflows, integrations, and automation solutions · Proven experience working with cross-functional teams and business stakeholders · Familiarity with CCaaS platforms (e.g., Genesys) and understanding of routing and interaction flows · Experience with AI-driven capabilities such as automation, chatbots, agent assist, or analytics · Experience mentoring or leading junior team members COMPETENCIES & SKILLS · Strong solution design and technical problem-solving skills · Ability to translate complex business requirements into scalable product capabilities · Strong understanding of system architecture and data models · Ability to operate across business and technical domains · Strong decision-making and prioritization skills · Excellent communication and stakeholder management skills · Ability to mentor and guide team members · Strong analytical mindset and attention to detail CERTIFICATIONS & LICENSES Salesforce certifications strongly preferred (Administrator, Platform App Builder, Advanced Admin, etc.) ABOUT NCLH Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® 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: At a Glance Brand Overview Norwegian Cruise Line Oceania Cruises Regent Seven Seas Cruises New Releases 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.