Director, Product Management - Agentforce Contact Center Digital

Description The contact center is being reinvented. Enterprises are moving away from fragmented, channel‑siloed systems toward unified, AI agent‑first platforms where agents work both autonomously and alongside human reps in real time, powered by CRM data, connected across every digital surface, from marketing and commerce to sales, service, and throughout the customer lifecycle journey. Agentforce Contact Center is Salesforce's answer to that shift: a native, modular platform that brings conversations, intelligence, and customer context together in one place. We are looking for a Director of Product Management to own the product vision and execution for the Agentforce Contact Center Digital portfolio, a portfolio that spans the full depth of the agentic contact center stack, from the setup and configuration experiences that get enterprises deployed at scale, through the agentic services layer that powers intelligent, personalized engagement, to the app‑layer experiences including rep consoles, headless and embedded deployments, and the customer‑facing surfaces that define how brands interact with the world. This is a high‑visibility, high‑impact senior IC role at the center of one of Salesforce's most strategically transformative initiatives. You will define the overarching product vision, work closely with architects, shape how it is packaged and priced, drive cross‑cloud alignment, and be the executive‑facing product voice for the portfolio externally. You will partner with engineering, UX, GTM, finance, and Salesforce's cloud ecosystem to ensure the portfolio wins: competitively, commercially, and in the hands of customers. If you are a seasoned product leader who thrives at the intersection of agentic AI, enterprise product strategy, and go‑to‑market, and who wants to help redefine what the contact center experience looks like for the next decade, this role is for you. Responsibilities Shape Salesforce's unified channels platform strategy and vision across Customer 360: Voice and digital channels are no longer just a contact center story; they're core to how every Salesforce cloud engages customers, employees, and AI agents. You define the north star for the platform, ensure capabilities are built once and deployed everywhere, and align engineering, app teams, and leadership on where it's going and why. Own the roadmap for the Agentforce Contact Center Digital product area: Define the north star across the full product depth, from how enterprises configure and deploy agentic contact center experiences at scale, through the engagement and communication services layer that powers intelligent automation, to the app‑layer surfaces where reps and customers interact. Ensure the portfolio is coherent, differentiated and used broadly by SMBs and enterprises alike. Define and drive the agentic services for the product area: Articulate how AI‑powered capabilities are surfaced, orchestrated, and delivered across the contact center, from the provisioning and setup flows that enable enterprise‑scale deployment, to the real‑time conversational services powering automated and assisted engagement. This is where AI strategy meets product execution. Drive cross‑cloud alignment with rigor and accountability: The channels platform is shared infrastructure underpinning Service, Sales, Marketing, Commerce, and Agentforce. Competing priorities are constant. You are the accountable PM building relationships across every cloud, shaping a unified roadmap that maximizes platform leverage, and making the crisp trade‑off decisions that keep it moving. You build the alignment, you make the call, and you hold the line. Bring deep technical fluency: You'll work directly with engineering on architecture decisions, scalability trade‑offs, and platform extensibility, not as an observer but as a peer. You need to be comfortable in technical design discussions, able to reason about system trade‑offs, and credible enough that engineering partners want you in the room. Represent the portfolio externally: Serve as the executive‑facing product voice in strategic customer and prospect meetings, at Dreamforce and World Tour events, in analyst briefings, and with key ecosystem partners. Communicate complex platform and product strategy as crisp, compelling narratives across all audiences. Champion market intelligence: Develop and maintain a deep, evidence‑based point of view on the enterprise contact center, CCaaS, CPaaS, and AI platform landscape. Experience / Skills Required 8+ years of product management experience, with 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 or services capabilities and app‑layer or end‑user‑facing experiences Deep expertise in enterprise contact center, customer engagement, or agentic AI product domains with command of how technology decisions translate into customer and business outcomes 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, and revenue attribution at scale 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: written, verbal, and visual; comfortable presenting to C‑level stakeholders and in public forums A related technical degree required Experience / Skills Desired 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 In office expectations are 36 days/a quarter to support customers and/or collaborate with their teams. For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr B Capital