Director / Senior Director, Contact Center Product Marketing

Overview

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Job Category : Marketing & Communications

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.

Role : Director and Senior Director of Product Marketing for Contact Center and Customer Experience (CX) products. The Senior Director reports 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.

Responsibilities

Core Positioning & Messaging : Own the global narrative, product positioning, and key messaging for the Contact Center product portfolio, ensuring differentiation against key industry players and resonance with CXOs, Contact Center VPs, and Operations Directors, including the development of clear ROI and TCO models.

Vertical and Segment Strategy : Lead the development of industry-specific messaging and materials that articulate the unique value of our CCaaS platform across key verticals (e.g., Financial Services, Retail, Healthcare), enabling customized sales engagements.

Omnichannel & Digital Strategy : Define the messaging and market opportunity for digital channels (chat, messaging, social) and customer self-service solutions. Develop the narrative around shifting service interactions to high-efficiency, high-satisfaction digital channels.

Go-to-Market (GTM) Strategy : Design and execute world-class GTM strategies for new product launches, feature releases, and major updates, coordinating across product management, sales, demand generation, and enablement teams to drive pipeline contribution and ACV growth.

Team Management & Development : For the Senior Director role, directly lead, mentor, and develop a team of 5 product marketing managers. Foster a culture of excellence, accountability, and continuous learning within the team to maximize output and career growth.

Sales Enablement & Tools : Create high-impact sales tools, including pitch decks, demos focused on agent and supervisor experience, competitive battlecards, and training materials that equip the global sales force to confidently articulate product value, specifically improving sales win rates.

Market Leadership & Analyst Relations : Serve as the primary PMM lead for major industry analyst engagements (e.g., Gartner Magic Quadrant, Forrester Wave) to influence market perception and secure favorable positioning. Own competitive intelligence, translating market insights across CCaaS, WEM, and AI / Automation into actionable strategies that inform product roadmap priorities.

Thought Leadership & Content : Drive the creation and delivery of foundational marketing content (website copy, analyst briefings, blogs, case studies, and presentations) that drives consideration and defines the category leadership narrative in the future of customer service.

Cross-Functional Alignment : Act as the strategic link between Product Management, Sales Leadership, and Demand Generation to ensure alignment on roadmap priorities, sales goals, and campaign execution.

Demand Generation Support : Partner closely with the Demand Gen team to provide the core product and solution messaging required for campaigns, events, and vertical outreach.

Required Experience and Qualifications

Domain Expertise (Critical) : Minimum of 8+ years of increasing responsibility in Product Marketing, with at least 5 years specifically focused on Enterprise SaaS platforms for CCaaS, WEM, or AI-powered CX solutions. Must possess deep technical fluency in cloud telephony (VoIP, SIP), Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and other core voice infrastructure components.

Platform Marketing and Verticalization : Proven success marketing complex, integrated platforms (not just point solutions), and developing tailored messaging for major enterprise industry segments.

Omnichannel and Deflection : Expert-level knowledge of omnichannel routing, digital channels (chat / messaging), and the business case for AI-powered deflection and automation in the contact center.

Competitive Experience : Proven success in a high-growth, high-urgency competitive environment, demonstrating an ability to effectively position products against well-established market leaders in the CCaaS space.

GTM Mastery : Demonstrated track record of leading major product launches and successful GTM campaigns in a complex, global enterprise B2B environment.

Strategic & Analytical : Ability to translate market research, competitive analysis, and usage data into actionable strategic recommendations and compelling, data-backed messaging, with a clear focus on revenue impact (e.g., average handle time, cost per contact, sales conversion).

CRM Ecosystem : Proven ability to define and message the value of tight integration between CCaaS and core CRM / service platforms to unlock single-view-of-customer benefits.

Analyst Influence : Demonstrated ability to manage and execute major analyst engagements, securing favorable positioning in competitive reports (e.g., Magic Quadrants or Waves).

Communication & Influence : Exceptional written and verbal communication skills, with a proven ability to present complex topics simply and persuasively to executives, internal teams, and external customers.

Leadership & Team Management : For the Senior Director role, proven experience in successfully hiring, mentoring, and managing a team of product marketing professionals, preferably a team of 5 or more. Must demonstrate a high degree of accountability and a hands-on approach to execution.

Education : Bachelor\'s degree required; MBA or equivalent experience highly desirable.

Pivots and Pace : Must be flexible, resilient, and comfortable thriving in a fast-paced, rapidly evolving organizational structure.

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. Apply today to not only shape the future - but to redefine what\'s possible - for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. 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 identity, 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. 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. 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 : 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. For New York-based roles, the base salary hiring range is $193,800 to $327,600. For California-based roles, the base salary hiring range is $193,800 to $327,600.

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