Director, Product Management - Agentforce Contact Center Digital
About The Position
Salesforce is seeking a Director of Product Management to lead the product vision and execution for the Agentforce Contact Center Digital portfolio. This role is central to Salesforce's strategic initiative to reinvent the contact center experience with an AI agent-first platform. The portfolio covers the entire agentic contact center stack, from configuration and deployment to intelligent engagement services and user-facing applications. This is a high-visibility, high-impact senior individual contributor role focused on defining product strategy, driving cross-cloud alignment, and representing the portfolio externally. The ideal candidate is a seasoned product leader with expertise in AI, enterprise product strategy, and go-to-market, aiming to redefine the future of contact centers.
Requirements
- 8+ years of product management experience.
- At least 3+ years in a Director-level or equivalent senior IC PM role at an enterprise SaaS, CCaaS, or hyperscaler company.
- Demonstrated experience owning a multi-layer product portfolio, spanning platform/services and app-layer/end-user-facing experiences.
- Deep expertise in enterprise contact center, customer engagement, or agentic AI product domains.
- Domain expertise in communication and conversation platforms, CPaaS, CCaaS, messaging infrastructure, or voice/digital channels.
- Proven experience owning product monetization and pricing strategy (SKU design, usage-based models, cross-product packaging, revenue attribution).
- Track record driving complex cross-functional alignment across product, engineering, GTM, and finance at VP/SVP level.
- Strong analytical and quantitative skills; ability to build business cases, models, and frameworks independently.
- Demonstrated active use of AI-powered productivity tools in day-to-day work.
- Executive-level communication and storytelling skills (written, verbal, visual); comfortable presenting to C-level stakeholders and in public forums.
- A related technical degree required.
Nice To Haves
- Hands-on product experience with agentic AI, LLM-powered workflows, or AI-assisted enterprise products.
- Familiarity with the Salesforce platform and ecosystem (Agentforce Service, Marketing, and the platform).
- Experience shipping products across multiple deployment models (native app, headless/embedded, or API-first).
Responsibilities
- Shape Salesforce's unified channels platform strategy and vision across Customer 360, ensuring capabilities are built once and deployed broadly.
- Own the roadmap for the Agentforce Contact Center Digital product area, defining the strategy from configuration and deployment to engagement services and app-layer surfaces.
- Define and drive the agentic services for the product area, articulating how AI-powered capabilities are surfaced, orchestrated, and delivered.
- Drive rigorous cross-cloud alignment with product, engineering, GTM, and finance teams to maximize platform leverage and make critical trade-off decisions.
- Bring deep technical fluency to architectural discussions, scalability trade-offs, and platform extensibility.
- Represent the portfolio externally in customer meetings, industry events, analyst briefings, and with ecosystem partners.
- Champion market intelligence by developing a deep understanding of the enterprise contact center, CCaaS, CPaaS, and AI platform landscape.
Benefits
- Time off programs
- Medical, dental, vision
- Mental health support
- Paid parental leave
- Life and disability insurance
- 401(k)
- Employee stock purchasing program
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What This Job Offers
Job Type
Full-time
Career Level
Director
