Business Owner, Agentic Contact Center Transformation

For our client, we are seeking a Business Owner, Agentic Contact Center Transformation to join the team of a leader in the Manufacturing & Automotive space.

This remote role will own the vision and execution of a multi-year contact center transformation, with a strong emphasis on AI-enabled service, intelligent routing, and seamless human escalation. The position will partner closely with contact center leadership and service operations stakeholders to define a target operating model that improves customer experience and measurable performance outcomes. In addition, the role will translate business needs into scalable Salesforce-based solution designs and prioritize the transformation roadmap for impact.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $117,500 – $234,500 annually

Responsibilities

• Own the multi-year vision for an agentic contact center built on Salesforce.
• Define the target operating model focused on AI-first resolution and human escalation.
• Set and deploy KPIs with contact center leadership to drive performance.
• Translate service operations needs into Salesforce solution designs.
• Prioritize the contact center transformation backlog for measurable outcomes.

Qualifications

• 5+ years of experience in customer service or contact center digital platforms.
• 5+ years of hands-on Salesforce Service Cloud experience in enterprise environments.
• Bachelor’s degree in Information Systems, Computer Science, Business, or Operations.
• Demonstrated ownership of contact center technology transformation involving CRM and omnichannel.
• Practical experience with AI-assisted service and agentic orchestration.

Benefits

• Health care benefits, including medical, dental, and vision coverage
• Wellness incentives
• Retirement benefits
• Paid vacation days, sick days, personal leave, and holidays
• Short-term and long-term disability coverage
• Life insurance and accidental death and dismemberment coverage
• Tuition assistance

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.