Remote AI-Driven Contact Center Transformation Lead

Ladders; United States; Remote; USD 118,000 - 235,000; Full time

Benefits offered by this job

Health care benefits

Wellness incentives

Retirement benefits

Paid vacation days and holidays

Disability coverage

Life insurance

Tuition assistance

Job summary

Ladders is seeking a Business Owner, Agentic Contact Center Transformation to lead a remote, multi-year program focused on AI-enabled service, intelligent routing, and seamless human escalation using Salesforce.

You will partner with contact center leadership and service operations to define the target operating model and translate business needs into scalable Salesforce designs, prioritizing a high-impact transformation roadmap.

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.

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.

Skills

Customer service leadership

AI-assisted service

Omnichannel orchestration

Education

Bachelor's degree in Information Systems, Computer Science, Business, or Operations

Tools

Salesforce Service Cloud

CRM integration

Job description

Ladders is seeking a Business Owner, Agentic Contact Center Transformation to lead a remote, multi-year program focused on AI-enabled service, intelligent routing, and seamless human escalation using Salesforce.

You will partner with contact center leadership and service operations to define the target operating model and translate business needs into scalable Salesforce designs, prioritizing a high-impact transformation roadmap.