Business Owner, Agentic Contact Center Transformation

• 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.

• 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

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.

• 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.

• 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

(how supervisors and agents work), not tool rollout alone.

• Ensure compliance with enterprise architecture, security, privacy, SDLC, and SAFe / Agile delivery practices.

• 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

involving CRM + omnichannel + voice/digital channels (not just CRM case management enhancements).

• Practical experience designing or deploying

(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.

• Experience acting as (or equivalent to) a

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.

• 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 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.