Director/Senior Director, Contact Center Product Marketing

Salesforce • San Francisco, CA

99d • $193,800 - $327,600

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce. We are seeking an exceptionally talented and proven Director and Senior Director of Product Marketing to lead the strategy, messaging, and go-to-market (GTM) execution for our rapidly growing portfolio of Contact Center and Customer Experience (CX) products. The Senior Director role reports directly to the Chief Marketing Officer and is responsible for defining how we position our platform against key competitors, creating compelling value propositions, and enabling our global sales organization to win major deals in the Contact Center as a Service (CCaaS) and Workforce Engagement Management (WEM) markets. The ideal candidate possesses deep domain expertise in the modern, AI-powered customer experience ecosystem, including cloud telephony infrastructure and core voice mechanics, and thrives on translating complex capabilities into clear, measurable value for Customer Service leadership. This is a high-visibility, high-impact role requiring both strategic foresight and flawless execution.

Requirements

• Minimum of 8+ years of increasing responsibility in Product Marketing.
• At least 5 years specifically focused on Enterprise SaaS platforms for CCaaS, WEM, or AI-powered CX solutions.
• Deep technical fluency in cloud telephony, ACD, IVR, and other core voice infrastructure components.
• Proven success marketing complex, integrated platforms and developing tailored messaging for major enterprise industry segments.
• Expert-level knowledge of omnichannel routing and the business case for AI-powered deflection and automation in the contact center.
• Demonstrated track record of leading major product launches and successful GTM campaigns.
• Ability to translate market research, competitive analysis, and usage data into actionable strategic recommendations.
• Proven ability to define and message the value of tight integration between CCaaS and core CRM/service platforms.
• Demonstrated ability to manage and execute major analyst engagements.
• Exceptional written and verbal communication skills.

Nice To Haves

• MBA or equivalent experience highly desirable.
• Experience in a fast-paced, rapidly evolving organizational structure.

Responsibilities

• Own the global narrative, product positioning, and key messaging for the Contact Center product portfolio.
• Lead the development of industry-specific messaging and materials that articulate the unique value of our CCaaS platform across key verticals.
• Define the messaging and market opportunity for digital channels and customer self-service solutions.
• Design and execute world-class GTM strategies for new product launches, feature releases, and major updates.
• Directly lead, mentor, and develop a team of 5 product marketing managers.
• Create high-impact sales tools, including pitch decks, demos, competitive battlecards, and training materials.
• Serve as the primary PMM lead for major industry analyst engagements.
• Drive the creation and delivery of foundational marketing content.
• Act as the strategic link between Product Management, Sales Leadership, and Demand Generation.
• Partner closely with the Demand Gen team to provide core product and solution messaging.

Benefits

• Time off programs
• Medical, dental, vision, mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree