Contact Center Product Specialist

Norwegian Cruise Line Holdings Ltd.•Miami, FL

About The Position

At Norwegian Cruise Line Holdings (NCLH), our future success depends on attracting and retaining the best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service, and unique guest experiences. 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. NCLH has exciting plans to expand, expecting to add 13 additional ships across the three brands through 2036. The company culture is built on Innovation, Collaboration, Transparency, and Passion; our key Value Anchors that continue to drive our success and shape our future. We are committed to People Excellence and recruit the best and brightest talent to drive innovation, guest experiences, and operational excellence.

Requirements

Bachelor's Degree in Business Administration, Information Systems, Computer Science, or related field
1+ years of hands-on experience working with CRM platforms including configuration, workflows, or automation
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

Experience or exposure to configuring workflows, automation, or data within enterprise systems
Exposure to sales, service, or customer experience processes
Experience in contact center or omnichannel environments (voice, chat, email)
Familiarity with CCaaS platforms (e.g., Genesys) and their interaction with CRM systems
Exposure to AI-driven capabilities such as automation, chatbots, or agent assist tools
Salesforce Administrator or related certifications

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.