Senior Director - Product Management

salesforce.com, inc.; San Francisco (CA); On-site; USD 263,000 - 401,000; Full time

Job summary

Salesforce seeks a visionary Product Leader to spearhead the evolution of Agentforce - Voice AI. Define the roadmap for autonomous voice agents transforming modern customer service and contact centers, shaping the future of Agentic Voice where AI reasons, integrates with enterprise data, and resolves complex issues end-to-end.

You will drive end-to-end product lifecycle, collaborate with AI Research and Engineering on real-time reasoning, and ensure secure,深 integration with CRM, ERP, and

Qualifications

• 15+ years in Product Management with 5+ years in Conversational AI, CCaaS, or Voice tech.
• Deep understanding of contact centers, voice integrations and architecture.
• Track record of shipping enterprise-grade products at scale.
• Experience leading PM teams and cross-functional engineering groups.
• Ability to translate Generative AI hype into concrete ROI use cases.

Responsibilities

• Own end-to-end product lifecycle for Voice AI in customer service and contact centers.
• Build brains of the voice agent with real-time intent recognition and actions.
• Own voice infrastructure, compliance, and global adoption of Agentforce Voice AI.
• Ensure secure integrations to CRM/ERP/Data Cloud for hyper-personalized service.
• Address latency, emotion detection, and high-fidelity TTS for natural conversations.
• Partner with Sales, Marketing, and Customer Success for GTM and executive briefs.

Skills

Product management

Conversational AI

CCaaS

Voice technology

Leadership

Education

Related technical degree

Job description

Job Category

Product

Job Details

About Salesforce

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 looking for a visionary Product Leader to spearhead the evolution of Agentforce - Voice AI. In this role, you will define the roadmap for autonomous voice agents that transforms modern customer service and contact centers. You won't just be building features; you'll be defining the future of "Agentic Voice" where AI doesn't just talk-it reasons, integrates with deep enterprise data, and resolves complex customer issues end-to-end without human intervention.

Key Responsibilities

• Product Vision & Strategy: Own the end-to-end product lifecycle for Voice AI capabilities for customer service and contact centers, including low-latency streaming, real-time reasoning, and multi-turn conversational logic.
• Agentic Frameworks: Build the "brains" of the voice agent. Work closely with AI Research and Engineering to leverage LLMs/LMMs for real-time intent recognition, sentiment analysis, and autonomous action execution (Service Actions).
• Voice Infrastructure and integrations: Drive voice infrastructure and compliance needs to drive global adoption Agentforce Voice AI
• Enterprise Integration: Ensure Voice Agents can securely integrate to Contact Center platforms, CRM, ERP, and Knowledge Base data (e.g., Data Cloud) to provide hyper-personalized, context-aware service.
• Voice Excellence: Solve for the "last mile" of voice: managing latency, interruption handling, emotion detection, and high-fidelity text-to-speech (TTS) that feels human-grade.
• GTM & Ecosystem: Partner with Sales, Marketing, and Customer Success to scale Agentforce Voice globally. Act as the primary technical spokesperson for executive briefings and industry events.

Required Qualifications

• Experience: 15+ years in Product Management, with at least 5 years specifically in Conversational AI, CCaaS, or Voice Technology.
• Domain Expertise: Deep understanding of one or more of the following - contact centers, voice integrations and architecture (SIP, RTP, WebRTC), Voice and AI fundamentals (LLMs, RAG, Prompt Engineering, NLU).
• Execution: A proven track record of shipping "Zero-to-One" enterprise-grade products at scale.
• Leadership: Experience managing high-performing PM teams and influencing complex, cross-functional engineering organizations.
• Strategic Mindset: Ability to translate the "hype" of Generative AI into concrete, high-ROI use cases for enterprise customers.
• A related technical degree required.

Preferred Qualifications

• Familiarity with the Salesforce Ecosystem (Service Cloud, Einstein, Data Cloud).

In office expectations are 36 days a quarter

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

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.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $218,400 - $365,200 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $263,200 - $401,400 annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.