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Product Owner, Salesforce

Palo Alto

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

Requirements: 

Business Analysis & Requirements Gathering:

  • Work closely with stakeholders across departments (Sales, Marketing, Operations, etc.) to gather and document business requirements
  • Conduct workshops, meetings, and interviews to determine and understand the business needs
  • Translate business needs into detailed functional and technical requirements for Salesforce solutions
  • Ensure the delivery of business requirements documentation, user story readiness, backlog grooming & refinement, user acceptance testing, and functional documentation for assigned initiatives
  • Collaborate with the team to provide product team to provide product roadmap and  sprint wise product delivery execution plan

Salesforce Configuration & Hands-on Implementation:

  • Configure Salesforce features and functionalities (flows, custom objects, reports, dashboards, validation rules, etc.) based on business requirements
  • Customize Salesforce to improve workflows, user interface, and functionality
  • Participate in hands-on implementation and configuration of new Salesforce applications and features
  • Support data migration efforts and ensure data integrity across systems

Technical Liaison:

  • Act as the bridge between business users and technical development teams
  • Provide input into solution designs and ensure alignment with business objectives
  • Collaborate with Salesforce developers to ensure customizations and integrations meet business needs

Continuous Improvement:

  • Proactively identify areas for Salesforce improvement and provide recommendations to optimize system usage
  • Stay up-to-date with Salesforce releases, features, and best practices to continuously improve business processes
  • A bachelor’s degree (preferably with an emphasis in Business Administration , Engineering or Information Systems), or equivalent experience
  • Minimum 8+ years of direct experience working as a Business Systems Analyst managing enterprise applications - Salesforce CRM, Financialforce/Certinia and Docusign
  • Salesforce Administrator Certification , Certified Scrum product Owner (CSPO)
  • Experience in working in an agile environment with a growth mindset.
  • Expert leadership and collaboration skills with the ability to participate in any cross-functional team and build relationships with multiple stakeholders, both internally and externally with users ranging from executive to line level

 

Qualifications:

  • A bachelor’s degree (preferably with an emphasis in Business Administration , Engineering or Information Systems), or equivalent experience
  • Minimum 8+ years of direct experience working as a Business Systems Analyst managing enterprise applications - Salesforce CRM, Financialforce/Certinia and DocuSign
  • Salesforce Administrator Certification , Certified Scrum product Owner (CSPO)
  • Experience in working in an agile environment with a growth mindset
  • Expert leadership and collaboration skills with the ability to participate in any cross-functional team and build relationships with multiple stakeholders, both internally and externally with users ranging from executive to line level

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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