Business Owner, Contact Center Transformation

Job not on LinkedIn

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $117.5k - $234.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Carrier

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1915

🏗️ Construction

🏥 Healthcare

📦 Logistics

Construction • Healthcare • Logistics

Carrier is a global leader in building and cold chain solutions, dedicated to innovation in creating healthy, safe, sustainable, and intelligent environments. The company is involved in HVAC and refrigeration systems and focuses on promoting the health and safety of indoor spaces and preserving the global supply of food and medicine through its advanced technologies. Carrier is also committed to addressing climate change and collaborates with partners to drive sustainability and energy efficiency in infrastructure. By exploring smart building solutions and energy resiliency, Carrier is making strides towards a net zero future.

📋 Description

• 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

• 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

• 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