Business Owner, Agentic Contact Center Transformation

Job Number: 11774

External Description:

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.

Job Number: 30214478

Community / Marketing Title: Business Owner, Agentic Contact Center Transformation

Location_formattedLocationLong: Florida, US