Senior Business Owner, Agentic Contact Center Transformation

About Carrier

About This Role

This business- and technically accountable ownership role will focus on transforming the contact center into an agentic, Salesforce-native operating model.

As a SAFe Business Owner, you hold primary accountability for ROI, solution fit, governance, and compliance for the contact center value stream. You define what needs to be built and why, make trade-off decisions across AI agents, human agents, channels, and integrations, and ensure delivery teams deliver outcomes—not just features.

You will lead the shift from a traditional, human-centric service model to an agentic contact center on the Salesforce stack—where AI agents resolve work autonomously, escalate cleanly to humans with full context, and continuously improve using CRM + interaction data. Success is measured in containment, cost-to-serve, CSAT/NPS, FCR, AHT, and sustained adoption—not project on-time delivery alone.

Key Responsibilities / What You Own:

Agentic Contact Center Strategy & Outcomes

• Own the multi-year vision and value case for an agentic contact center on Salesforce (Agentforce / Agentforce Contact Center, Service Cloud, Omni-Channel, Knowledge, Data Cloud as applicable).
• Define target operating model: AI-first resolution, human-in-the-loop escalation, supervisor visibility, and continuous learning loops.
• Work with Contact Center Leadership to set and deploy KPIs (containment / deflection, AHT, FCR, CSAT, backlog, SLA, cost-per-contact) and the roadmap that moves them.

Salesforce Service & Platform Steward

• Serve as the business/technical bridge for Salesforce Service capabilities supporting contact center transformation, including:
  • Service Cloud case management, Omni-Channel routing/skills/queues
  • Knowledge, macros, workflows/Flows, Service Console experience
  • Voice / CTI patterns (Service Cloud Voice, Agentforce Voice, or telephony partner integrations such as Amazon Connect, Genesys, Five9, etc.)
  • Agentforce Service Agents / agentic orchestration (topics, actions, grounding, guardrails, escalation)
  • Data Cloud / CRM context used to power personalization and agent decisions
• Translate service operations needs into solution designs that prefer Salesforce OOTB and platform-native patterns before custom build.
• Partner with Solution Architects, Platform Admins, Developers, Data, Security, and vendors to validate designs, PoCs, and production readiness—while retaining ownership of business intent and acceptance of the solution.
• Ensure integrations (e.g., SAP order/billing/status, identity, telephony, knowledge sources, analytics) are designed for agentic workflows—not only human screen-pop use cases.

Product Backlog, Prioritization & Value Delivery

• Own the contact center transformation backlog at the epic/feature level: prioritize for measurable service outcomes, not request volume.
• Define clear problem statements, solution hypotheses, acceptance criteria, and definition of done for agentic use cases (e.g., order status, returns, appointment setting, billing inquiries, warranty, technical triage).
• Sequence capability releases: channel by channel / intent by intent—from assisted AI → autonomous containment with safe escalation.
• Reject or reshape requests that are pure process workarounds, low-ROI customizations, or misaligned with the Salesforce target architecture.

Operating Model, Governance & Adoption

• Establish governance for AI agents: topic ownership, action inventory, grounding/data access, Trust Layer / responsible AI controls, escalation rules, auditability, and human override.
• Partner with contact center operations, WFM, QA, training, and knowledge teams to redesign processes, scripts, QA scorecards, and coaching for AI + human collaboration.
• Drive change management focused on behavior and metric change (how supervisors and agents work), not tool rollout alone.
• Ensure compliance with enterprise architecture, security, privacy, SDLC, and SAFe / Agile delivery practices.

Required Qualifications:

• 5+ years in customer service / contact center digital platforms.
• 5+ years hands-on Salesforce Service Cloud in enterprise environments.

• Bachelor’s degree.

Preferred Qualifications:

• Demonstrated ownership of contact center technology transformation involving CRM + omnichannel + voice/digital channels (not just CRM case management enhancements).
• Practical experience designing or deploying AI-assisted or agentic service (Agentforce, Einstein bots / generative service, conversational AI, intelligent routing, or comparable enterprise agent platforms).
• Working fluency with Salesforce service architecture concepts: Omni-Channel, Flows, Knowledge, entitlement/case lifecycle, CTI/voice integration patterns, Experience Cloud / self-service (as relevant), and data/integration implications.
• Ability to evaluate build-vs-configure decisions, identify Salesforce OOTB fit vs. customization risk, and partner credibly with architects and engineers.
• Experience defining reporting/data requirements for contact center KPIs and using operational data to prioritize backlog (containment, AHT, FCR, CSAT, etc.).
• Familiarity with ERP/service process integrations (e.g., SAP order-to-cash / billing / status) sufficient to design end-to-end agentic journeys—not as a primary SAP functional consultant.

SAFe Business Owner / Product Leadership

• Experience acting as (or equivalent to) a SAFe Business Owner, Product Manager, or Digital Product Owner for a complex value stream—accountable for ROI and solution outcomes, not only coordination.
• Comfortable leading PI Planning participation, prioritizing Features/Epics, accepting increments, and making risk/trade-off decisions live with delivery teams.
• Strong stakeholder leadership across Operations, IT, Architecture, Data, Security, and vendors—through influence and decision quality, not project control.

Contact Center Domain

• Deep understanding of omnichannel service (voice, chat, email, messaging, self-service), workforce realities, escalation design, and QA/coaching impacts of automation.
• Proven ability to redesign service processes for automation-first resolution with safe human handoff.

• Hands-on experience with Agentforce, Agentforce Contact Center / Voice, Service Cloud Voice, or equivalent CCaaS + CRM unification programs.
• Salesforce certifications (Service Cloud Consultant, Administrator, AI Associate / Agentforce-related credentials) or equivalent demonstrable platform depth.
• Experience with Data Cloud, Prompt Builder, Einstein Trust Layer, or LLM grounding/guardrail patterns in production.
• Prior migration from legacy ACD/CCaaS or fragmented bot stacks onto Salesforce-centric service architecture.
• SAFe certification (SAFe Agilist / POPM) or demonstrated ART Business Owner experience.
• HVAC, manufacturing, distribution, or complex B2B/B2C service domain experience a plus.

Education

Bachelor’s degree in Information Systems, Computer Science, Business, Operations, or equivalent practical experience. Advanced degree in platform and domain depth outweigh credentials.

Pay Range

The annual salary for this position is between $117,500.00 - $234,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

This position is entitled to short-term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives

• Retirement Benefits

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account

• Tuition Assistance

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

Application Deadline

Applications will be accepted for at least 3  days from Job Posting Date: 6 October 2026

Job Applicant's Privacy Notice

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Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.