Contact Center Product Specialist

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.
• Aid 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.
• 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.

Requirements

• 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.

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 destinations each year.

Certifications & Licenses

Add certifications/licenses (if any) here. Salesforce Administrator or related certifications preferred (not required)

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.