[Hiring] Business Owner, Agentic Contact Center Transformation @Carrier

Role Description

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.
• Defining what needs to be built and why.
• Making trade-off decisions across AI agents, human agents, channels, and integrations.
• Ensuring 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
• Sustained adoption

Qualifications

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

Requirements

• Demonstrated ownership of contact center technology transformation involving CRM + omnichannel + voice/digital channels.
• Practical experience designing or deploying AI-assisted or agentic service.
• Working fluency with Salesforce service architecture concepts.
• Ability to evaluate build-vs-configure decisions.
• Experience defining reporting/data requirements for contact center KPIs.
• Familiarity with ERP/service process integrations.
• Experience acting as (or equivalent to) a SAFe Business Owner, Product Manager, or Digital Product Owner.
• Strong stakeholder leadership across Operations, IT, Architecture, Data, Security, and vendors.
• Deep understanding of omnichannel service.
• Proven ability to redesign service processes for automation-first resolution.
• Hands-on experience with Agentforce, Agentforce Contact Center / Voice, Service Cloud Voice, or equivalent CCaaS + CRM unification programs.
• Salesforce certifications or equivalent demonstrable platform depth.
• Experience with Data Cloud, Prompt Builder, Einstein Trust Layer.
• Prior migration from legacy ACD/CCaaS or fragmented bot stacks onto Salesforce-centric service architecture.
• SAFe certification or demonstrated ART Business Owner experience.
• HVAC, manufacturing, distribution, or complex B2B/B2C service domain experience a plus.

Benefits

• 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