Contact Center Product Specialist

NCL Bahamas•Miami, FL

About The Position

Norwegian Cruise Line Holdings (NCLH) is seeking a Contact Center Product Specialist to join their team. This role involves configuring and enhancing product capabilities within CRM and related platforms, executing product backlog items, and supporting Product Owners in translating business needs into system configurations. The specialist will also be responsible for analyzing and resolving production issues, developing and executing test plans, maintaining documentation, and supporting data management and release activities. The ideal candidate will stay current with platform capabilities and best practices, operating within defined guardrails to ensure system stability, security, and performance.

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
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

Nice To Haves

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
Salesforce Administrator or related certifications preferred (not required)

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.