Product Manager (Specialist), AI Voice & Contact Center

Salesforce•Indianapolis, IN

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. At Salesforce, we’re redefining how companies deliver customer support—and it starts with our own platforms. The Voice Engineering team builds and operates the global contact center systems that power Salesforce Customer Support, enabling fast, intelligent, and seamless experiences for millions of customers worldwide. As a Product Manager, you will lead the strategy, roadmap, and delivery of next-generation voice and contact center capabilities, including AI-powered experiences such as conversational IVR, intelligent routing, and automation. You’ll work at the intersection of product, engineering, and operations to improve both customer experience and agent productivity at scale. This role offers a unique opportunity to innovate in a real-world, high-volume environment—designing and deploying solutions internally before they are brought to market.

Requirements

Experience in a Product Manager or Associate Product Manager role
Strong understanding of contact center or customer support technologies, such as IVR, conversational AI, or routing systems
Experience working in Agile environments and delivering products in fast-paced settings
Strong stakeholder management and communication skills
Data-driven mindset with the ability to use metrics to guide decisions

Nice To Haves

Experience with Salesforce or similar CRM platforms
Familiarity with AI-driven customer support tools
Salesforce certifications (e.g., Admin, Platform App Builder)

Responsibilities

Define and execute the product vision and roadmap for voice and contact center capabilities
Identify opportunities to improve customer experience, reduce wait times, and increase agent efficiency
Translate business needs into scalable product features, including routing, automation, and AI-driven voice solutions
Lead the end-to-end product lifecycle—from discovery and prioritization through delivery and iteration
Partner closely with engineering teams to build scalable, reliable, and high-performing solutions
Drive adoption of AI-powered capabilities such as conversational IVR and intelligent automation
Design modern contact center experiences, including intelligent routing to connect customers to the right agent faster, seamless call transfers with full context, and natural, conversational voice interactions
Continuously improve agent workflows to increase productivity and reduce friction
Work closely with Customer Support, Engineering, and Product teams to deliver impactful solutions
Align stakeholders around priorities, trade-offs, and roadmap decisions
Contribute to early-stage innovation and testing of new capabilities
Use data, metrics, and user feedback to inform product decisions and drive continuous improvement
Monitor performance and partner with engineering to enhance reliability and scalability