Agentic Contact Center Leader - Salesforce Transformation

Carrier; Tallahassee (FL); Sur place; USD 118 000 - 235 000; Plein temps

Avantages offerts par ce poste

Health care benefits

Retirement benefits

Paid time off

Résumé du poste

Carrier Global Corporation seeks a SAFe Business Owner to lead a transformational shift of its contact center onto a Salesforce-native operating model. You will own the agentic strategy, balance AI and human workflows, and govern the program to deliver measurable outcomes such as containment, cost-to-serve, and CSAT.

The role requires deep experience with Salesforce Service Cloud in large enterprises and a proven ability to drive backlog prioritization, program governance, and cross-functional

Qualifications

• 5+ years in customer service / contact center digital platforms.
• 5+ years hands-on Salesforce Service Cloud in enterprise environments.
• Bachelor’s degree.

Responsabilités

• 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.

Connaissances

Customer service platforms

SAFe/Agile

Formation

Bachelor’s degree

Outils

Salesforce Service Cloud

Description du poste

Carrier Global Corporation seeks a SAFe Business Owner to lead a transformational shift of its contact center onto a Salesforce-native operating model. You will own the agentic strategy, balance AI and human workflows, and govern the program to deliver measurable outcomes such as containment, cost-to-serve, and CSAT.

The role requires deep experience with Salesforce Service Cloud in large enterprises and a proven ability to drive backlog prioritization, program governance, and cross-functional