Director / Senior Director, Contact Center Product Marketing

Director / Senior Director, Contact Center Product Marketing

Salesforce is searching for an expert in product marketing to lead the strategy, messaging, and go-to-market (GTM) execution for Contact Center and Customer Experience (CX) products. The role reports to the Chief Marketing Officer and focuses on positioning the platform in the Contact Center as a Service (CCaaS) and Workforce Engagement Management (WEM) markets.

Location : San Francisco, CA. Compensation : $193,800–$327,600 base, with eligible incentive, equity, and benefits.

Responsibilities

Own global narrative, product positioning, and key messaging for the Contact Center portfolio, ensuring differentiation against industry players and resonance with CXOs, VPs, and Operations Directors, while developing clear ROI and TCO models.

Lead industry-specific messaging and materials that articulate the CCaaS platform's unique value across key verticals such as Financial Services, Retail, and Healthcare.

Define messaging and market opportunity for digital channels (chat, messaging, social) and customer self-service solutions, advancing high-efficiency, high-satisfaction digital interactions.

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 to drive pipeline and ACV growth.

For the Senior Director role, directly lead, mentor, and develop a team of five product marketing managers, fostering a culture of excellence, accountability, and continuous learning.

Create high-impact sales tools—including pitch decks, demos focused on agent and supervisor experience, competitive battlecards, and training materials—to equip the global sales force and improve win rates.

Serve as the primary PMM lead for major analyst engagements (e.g., Gartner Magic Quadrant, Forrester Wave), influencing market perception and securing favorable positioning.

Drive creation and delivery of foundational marketing content (website copy, analyst briefings, blogs, case studies, presentations) that define category leadership in the future of customer service.

Act as the strategic link between Product Management, Sales Leadership, and Demand Generation to align roadmap priorities, sales goals, and campaign execution.

Partner closely with Demand Generation to provide core product and solution messaging for campaigns, events, and vertical outreach.

Required Experience And Qualifications

Domain expertise : 8+ years in Product Marketing, with 5+ years focused on Enterprise SaaS platforms for CCaaS, WEM, or AI-powered CX solutions; deep technical fluency in cloud telephony (VoIP, SIP), ACD, IVR, and other core voice infrastructure.

Proven success marketing complex, integrated platforms and developing tailored messaging for major enterprise industry segments.

Expert knowledge of omnichannel routing, digital channels (chat / messaging), and the business case for AI-powered deflection and automation.

Competitive experience : Demonstrated success in a high-growth, high-urgency competitive environment, effectively positioning products against established leaders.

GTM mastery : Track record of leading major product launches and GTM campaigns in a global enterprise B2B environment.

Strategic and analytical mindset : Translate market research, competitive analysis, and usage data into actionable strategy and data-backed messaging with clear revenue impact.

CRM ecosystem proficiency : Define and message the value of tight integration between CCaaS and core CRM / service platforms to unlock single-view-of-customer benefits.

Analyst influence : Manage and execute major analyst engagements, securing favorable positioning in competitive reports.

Communication & influence : Exceptional written and verbal communication skills; ability to present complex topics simply and persuasively to executives, internal teams, and customers.

Leadership & team management : For the Senior Director role, proven experience hiring, mentoring, and managing a team of product marketing professionals, ideally five or more.

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

Pivots and pace : Flexible, resilient, and comfortable thriving in a fast-paced, rapidly evolving organization.

Seniority Level

Not Applicable

Employment Type

Full-time

Job Function

Other

Industries

Software Development, IT Services and IT Consulting, Technology, Information and Internet

Accommodations

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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. We believe in equality for all and lead the path to inclusion by creating a workplace that's inclusive and free from discrimination. 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 recruitment, 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 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.

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