SAFe Business Owner

This role focuses on transforming the contact center into an agentic, Salesforce-native operating model, with primary accountability for ROI, solution fit, governance, and compliance. The position involves defining business needs, making trade-off decisions across AI and human agents, and ensuring delivery teams achieve measurable service outcomes. Success is measured by metrics such as containment, cost-to-serve, CSAT/NPS, and sustained adoption rather than just project delivery.