Business Owner, Contact Center Transformation

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take ownership of the multi-year vision and value proposition for an agentic contact center utilizing Salesforce.

• Establish the target operating model for AI-driven resolution, human-in-the-loop escalation, supervisor visibility, and continuous learning.

• Set and implement contact center KPIs and a roadmap aimed at enhancing containment/deflection, AHT, FCR, CSAT, backlog, SLA, and cost-per-contact.

• Act as the business and technical liaison for Salesforce Service capabilities that facilitate contact center transformation.

• Convert service operations requirements into Salesforce-native solution designs.

• Collaborate with architects, administrators, developers, data and security teams, and vendors to validate designs, proofs of concept, and readiness for production.

• Ensure that integrations such as SAP, identity, telephony, knowledge sources, and analytics effectively support agentic workflows.

• Manage and prioritize the contact center transformation backlog at the epic and feature level.

• Develop 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 procedures.

• Establish governance for AI agents, including topic ownership, action inventory, grounding/data access, responsible AI controls, escalation protocols, auditability, and human override capabilities.

• Collaborate with operations, WFM, QA, training, and knowledge teams to redesign processes, scripts, QA scorecards, and coaching methodologies.

• Drive change management initiatives focused on behavioral and metric modifications.

• Ensure adherence to enterprise architecture, security, privacy, SDLC, and SAFe/Agile delivery methodologies.

⛳️ Requirements

• 5+ years of experience in customer service or contact center digital platforms.

• 5+ years of hands-on experience with Salesforce Service Cloud in enterprise settings.

• Bachelor's degree required.

• Proven track record of managing contact center technology transformations that involve CRM, omnichannel, and voice/digital channels.

• Practical experience in designing or implementing AI-assisted or agentic service solutions.

• Proficient understanding of 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 assess build-versus-configure decisions and evaluate Salesforce OOTB fit against customization risks.

• Experience in defining reporting and data requirements for contact center KPIs and utilizing operational data to prioritize the backlog.

• Familiarity with ERP/service process integrations, such as SAP order-to-cash, billing, and status management.

• Experience serving as or equivalent to a SAFe Business Owner, Product Manager, or Digital Product Owner for a complex value stream.

• Experience in participating in PI Planning, prioritizing Features/Epics, accepting increments, and making risk/trade-off decisions.

• Strong leadership skills with stakeholders across Operations, IT, Architecture, Data, Security, and vendors.

• In-depth understanding of omnichannel service across voice, chat, email, messaging, and self-service.

• Proven capability to redesign service processes for automation-first resolution with safe human handoff protocols.

• Hands-on experience with Agentforce, Agentforce Contact Center/Voice, Service Cloud Voice, or comparable CCaaS and CRM integration programs.

• Salesforce certifications or equivalent demonstrable depth in the platform.

• Experience with Data Cloud, Prompt Builder, Einstein Trust Layer, or LLM grounding/guardrail patterns in production environments.

• Previous migration experience from legacy ACD/CCaaS or fragmented bot stacks to a Salesforce-centric service architecture.

• SAFe certification (SAFe Agilist / POPM) or demonstrated experience as an ART Business Owner.

• Experience in HVAC, manufacturing, distribution, or complex B2B/B2C service domains is a plus.

• Bachelor's degree in Information Systems, Computer Science, Business, or Operations, or equivalent practical experience.

🏝️ Benefits

• Short-term cash incentives, subject to plan requirements.

• Medical, Dental, Vision coverage.

• 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 options.

• Short-term and long-term disability coverage.

• Life Insurance and Accidental Death and Dismemberment benefits.

• Health Savings Account.

• Health Care Spending Account.

• Dependent Care Spending Account.

• Tuition Assistance.