Job Description
Day to Day:
A client of Insight Global is looking for a Senior Technical Product Manager to own the vision, strategy, and execution of a mission‑critical Salesforce Service Cloud platform. This individual will be responsible for defining the platform roadmap, leading omni‑channel intake and integration strategy, and ensuring Salesforce functions as a scalable, enterprise‑wide service and contact center platform. Day to day, the role will partner closely with engineering, architecture, and business leadership to design and govern case management, routing, SLAs, automations, and integrations with CTI/telephony platforms such as NICE CXone and enterprise systems including Jira. The Product Manager will drive large‑scale CRM standardization, lead platform transformations from implementation through maturity, define and track adoption and performance KPIs, and influence senior stakeholders to drive behavioral change and eliminate fragmented or legacy workflows
Pay rate starting at $70-75/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Must Haves:
• 5+ years of Product Management experience owning enterprise platforms
• 3+ years leading Salesforce Service Cloud implementations
• Proven ownership of enterprise platform vision, roadmap, and integration strategy with senior (director‑level+) influence
• Deep, hands‑on expertise in Salesforce Service Cloud, including case management, omni‑channel routing, Service Console, SLAs/entitlements, Knowledge, and automation (Flows)
• Experience owning omni‑channel intake platforms (Experience Cloud/portals, Email‑to‑Case, CTI)
• Experience leading CTI / telephony integrations, preferably NICE CXone or similar platforms
• Experience integrating Salesforce with Jira or enterprise workflow tools, including bi‑directional synchronization
• Strong understanding of API‑based integrations and middleware‑driven enterprise architecture
• Demonstrated ability to design scalable case taxonomy, routing, SLAs, automation, and governance
• Experience leading enterprise CRM transformations, driving standardization, adoption, and elimination of fragmented workflows
• Experience owning the operating model for a mission‑critical enterprise platform
• Proven ability to influence senior leadership, drive behavioral change, and deliver measurable adoption
Strong Agile delivery experience using Jira and Confluence
Nice to Have Skills & Experience
Plusses:
• Salesforce Service Cloud certifications
• Prior Salesforce Administrator or hands‑on configuration background
• Background in healthcare or similar regulated industries
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.