About Carrier

Carrier Integral 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

Thisbusiness- 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 forROI, solution fit, governance, and compliancefor 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 anagentic contact centeron the Salesforce stack—where AI agents resolve work autonomously, expediate 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 resolut

📌 Business Owner, Agentic Contact Center Transformation (La Coruña)
🏢 Carrier
📍 La Coruña