What are the responsibilities and job description for the Product Manager /Project Manager/ Program Manager (with Salesforce Agentforce Exp) position at Oreva Technologies, Inc.?
Job Title: Product Manager /Project Manager/ Program Manager (with Salesforce Agentforce Exp)
Contract Duration: 6 months with expected extension
Location: Hybrid onsite in Durham, NC
Project Details:
Our client is expanding its Customer Success Experience (CSX) program through an enterprise Agentforce transformation focused on improving and automating customer-service operations using Salesforce Service Cloud and Agent force.
Must Have Skills:
- 10 years of experience in product management, business analysis, program management, solution delivery, demand management, or a related enterprise technology role.
- Salesforce Service Cloud experience, including a strong functional understanding of customer-service workflows, CRM processes, and contact-center operations.
- Salesforce Agentforce experience, including experience supporting or implementing Agentforce use cases within a Salesforce Service Cloud environment.
- Experience managing enterprise technology portfolios, roadmaps, demand pipelines, backlogs, and multiple concurrent workstreams.
- Experience managing demand intake, assessment, prioritization, governance, and delivery readiness.
- Strong understanding of customer-service and contact-center metrics, including average handle time and first-call resolution.
- Ability to communicate directly with business stakeholders and translate business discussions into clear, actionable information for Functional Business Analysts and technical delivery teams.
- Experience challenging business requests, evaluating business value and priorities, and determining whether initiatives are ready for discovery or delivery.
- Experience working with Agile delivery teams and backlog-management processes.
- Experience facilitating executive and cross-functional governance discussions.
- Strong executive communication, stakeholder management, facilitation, decision-making, problem-solving, and organizational skills.
- Experience coordinating across business teams, Functional Business Analysts, Product Owners, Solution Architects, developers, QA teams, and delivery partners.
- Experience with portfolio reporting and analytics.
- Experience with Jira or Azure DevOps.
Day-to-Day Responsibilities:
- Meet with Pearson business teams and Customer Service leaders to understand new requests, operational pain points, priorities, and expected outcomes.
- Ask detailed follow-up questions to determine whether proposed initiatives are justified, measurable, properly prioritized, and ready to move forward.
- Evaluate requests based on business impact, ROI, complexity, dependencies, and alignment with Pearson’s Agentforce roadmap.
- Gather information from business stakeholders and communicate the problem statement, priorities, expected outcomes, and decisions to the Functional Business Analysts and Solution Architecture teams.
- Ensure Functional Business Analysts receive clear and properly prioritized requests so they can focus on detailed requirements, user stories, acceptance criteria, and functional design.
- Facilitate demand-intake, governance, prioritization, discovery, and delivery-readiness discussions.
- Coordinate stakeholder meetings, follow-ups, decisions, and business availability.
- Maintain the Agentforce demand backlog, roadmap, release pipeline, workstream status, risks, dependencies, and escalations.
Thanks and Regards,
Jeet Kumar Thapa
Technical Recruiter
Oreva Technologies Inc.
P: 972-996-6477 Ext: 323
E: jeet.t@orevatech.com
L: https://www.linkedin.com/in/jeet-kumar-thapa-816873155/
A: 1320 Greenway Drive, Suite 460, Irving, TX 75038
W: https://orevatech.com/