Senior Product Owner – Salesforce, AI, CX, Revenue

• Serve as Salesforce/Systems Product Owner for assigned business units
• Convert requirements conversations and meeting notes into user stories, acceptance criteria, and testing notes in Jira
• Lead the Salesforce feature release lifecycle and guide project delivery against established roadmaps
• Intake, triage, and synthesize requests to identify prioritization patterns and stakeholder conflicts
• Coordinate development, testing, go-live, issue resolution, and change management
• Translate business requirements into solutions built on the Salesforce platform and FICO's technical landscape
• Evaluate, design, and champion intelligent automation and agentic workflows
• Advise the business on solution feasibility, user experience, impact, and appropriate use of agentic solutions
• Serve as a subject matter expert on FICO's Salesforce data and integrations
• Challenge data models, influence integration design, and support data governance and reporting requirements
• Build proof-of-concepts and design and execute testing approaches for potential solutions
• Configure Agentforce agents, create prompt templates and AI-assisted user experiences, and validate AI agent behaviors
• Develop training materials and drive adoption of technology and process changes
• Partner with global operations teams, including through train-the-trainer programs

Requirements

• Experience in business analysis, consulting, and/or administration on the Salesforce platform
• Experience with Salesforce Sales Cloud, Service Cloud, Experience Cloud, and Lightning preferred
• Subject matter expertise in Salesforce CRM sales and customer experience principles, including Opportunity Management, Account and Contact Management, Lead Management, Quoting, Case Management, Entitlements, SLA Management, and Customer Onboarding
• End-to-end understanding of pre- and post-sale customer journeys
• Working knowledge of sales, marketing, finance, customer success, and support operations
• Hands-on experience using AI tools such as Claude, Copilot, ChatGPT, or similar
• Hands-on experience with Salesforce Agentforce or similar agentic AI platforms strongly preferred
• Strong knowledge of data structures, governance, internal controls, and permission security
• Experience with agile methodologies
• Excellent communication and presentation skills
• Proficiency in Microsoft PowerPoint, Word, and Excel required
• Proven organizational, analytical, and project management skills
• Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field
• Salesforce certifications preferred, including Salesforce Certified Platform Administrator, Platform App Builder, Agentforce Sales Consultant, Agentforce Service Consultant, Revenue Management Consultant, Experience Cloud Consultant, Agentforce Specialist, or Data 360 Consultant

Core Competencies

Demonstrates expertise in Salesforce platform management, including user story development, project delivery, and intelligent automation. Proficient in data governance, customer journey mapping, and stakeholder engagement to drive technology adoption and process improvements.

Highest-signal resume keywords

• Salesforce Platform Management
• User Story Development
• Data Governance
• Agile Methodologies
• Salesforce Certifications

Hard Skills

• Business Analysis
• Salesforce Sales Cloud
• Salesforce Service Cloud
• Salesforce Experience Cloud
• Salesforce Lightning
• Opportunity Management
• Account Management
• Lead Management
• Case Management
• Data Structures

Soft Skills

• Excellent Communication
• Organizational Skills
• Analytical Skills