Business Owner, Contact Center Transformation

Carrier

. Own the multi-year vision and value case for an agentic contact center on Salesforce .

Posted 10/6/2026full-timeRemote • Florida • United StatesMid-LevelSenior💰 $117,500 - $234,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Salesforce Service Cloud and contact center technology transformation, with a strong focus on AI-assisted service design and omnichannel integration. Proven ability to lead cross-functional teams, define KPIs, and drive change management in complex service environments.

Highest-signal resume keywords

Salesforce Service CloudContact Center Technology TransformationAI-Assisted Service DesignOmnichannel IntegrationSAFe Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Salesforce Service ArchitectureContact Center KPIsData IntegrationAI-First ResolutionService Process RedesignBuild-Vs-Configure EvaluationReporting/Data Requirements DefinitionAgentforce Contact CenterCTI/Voice Integration PatternsOperational Data Analysis

Soft Skills

Stakeholder LeadershipChange ManagementCross-Functional CollaborationProblem SolvingCommunication

Tools & Technologies

SAPData CloudEinstein Trust LayerAgentforceService Cloud Voice

Certifications & Qualifications

SAFe AgilistProduct Owner CertificationSalesforce Certifications

Industry Keywords

Customer ServiceContact CenterB2B ServiceB2C ServiceDigital Platforms

Tech Stack

Tools & technologies

CloudERPSDLC

About the role

Key responsibilities & impact

Own the multi-year vision and value case for an agentic contact center on Salesforce
Define the target operating model for AI-first resolution, human-in-the-loop escalation, supervisor visibility, and continuous learning
Set and deploy contact center KPIs and the roadmap for improving containment/deflection, AHT, FCR, CSAT, backlog, SLA, and cost-per-contact
Serve as the business/technical bridge for Salesforce Service capabilities supporting contact center transformation
Translate service operations needs into Salesforce-native solution designs
Partner with architects, administrators, developers, data and security teams, and vendors to validate designs, proofs of concept, and production readiness
Ensure integrations such as SAP, identity, telephony, knowledge sources, and analytics support agentic workflows
Own and prioritize the contact center transformation backlog at epic/feature level
Define problem statements, solution hypotheses, acceptance criteria, and definitions of done for agentic use cases
Sequence capability releases from assisted AI to autonomous containment with safe escalation
Establish governance for AI agents, including topic ownership, action inventory, grounding/data access, responsible AI controls, escalation rules, auditability, and human override
Partner with operations, WFM, QA, training, and knowledge teams to redesign processes, scripts, QA scorecards, and coaching
Drive change management focused on behavior and metric change
Ensure compliance with enterprise architecture, security, privacy, SDLC, and SAFe/Agile delivery practices

Requirements

What you’ll need

5+ years in customer service / contact center digital platforms
5+ years hands-on Salesforce Service Cloud in enterprise environments
Bachelor’s degree
Demonstrated ownership of contact center technology transformation involving CRM, omnichannel, and voice/digital channels
Practical experience designing or deploying AI-assisted or agentic service
Working fluency with Salesforce service architecture concepts, including Omni-Channel, Flows, Knowledge, entitlement/case lifecycle, CTI/voice integration patterns, Experience Cloud/self-service, and data/integration implications
Ability to evaluate build-vs-configure decisions and Salesforce OOTB fit versus customization risk
Experience defining reporting/data requirements for contact center KPIs and using operational data to prioritize backlog
Familiarity with ERP/service process integrations such as SAP order-to-cash, billing, and status
Experience acting as or equivalent to a SAFe Business Owner, Product Manager, or Digital Product Owner for a complex value stream
Experience participating in PI Planning, prioritizing Features/Epics, accepting increments, and making risk/trade-off decisions
Strong stakeholder leadership across Operations, IT, Architecture, Data, Security, and vendors
Deep understanding of omnichannel service across voice, chat, email, messaging, and self-service
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 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
Bachelor’s degree in Information Systems, Computer Science, Business, or Operations, or equivalent practical experience

Benefits

Comp & perks

Short-term cash incentives, subject to plan requirements
Medical, Dental, Vision
Wellness incentives
Retirement Benefits
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
Short-term and long-term disability
Life Insurance and Accidental Death and Dismemberment
Health Savings Account
Health Care Spending Account
Dependent Care Spending Account
Tuition Assistance