Business Owner, Agentic Contact Center Transformation

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

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, …