Director / Senior Director, Contact Center Product Marketing

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work is changing, and we are looking for Trailblazers passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of everything we do.

Responsibilities

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 and Contact Center VPs.

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

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

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 contribution and ACV growth.

Lead, mentor, and develop a team of product marketing managers, fostering a culture of excellence and continuous learning.

Create high-impact sales tools, including pitch decks, demos, competitive battlecards, and training materials that equip the global sales force to confidently articulate product value and improve win rates.

Serve as the primary PMM lead for major industry analyst engagements (Gartner, Forrester) to influence market perception and secure favorable positioning, owning competitive intelligence and translating market insights into actionable strategies.

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

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

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

Required Experience And Qualifications

8+ years of increasing responsibility in Product Marketing, with 5+ years focused on Enterprise SaaS platforms for Contact Center as a Service (CCaaS), Workforce Engagement Management (WEM), or AI-powered Customer Experience (CX) solutions, and deep technical fluency in cloud telephony and core voice infrastructure.

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

Expert-level knowledge of omnichannel routing, digital channels, and AI-powered deflection and automation in the contact center.

Demonstrated track record of positioning products against well-established market leaders in the CCaaS space.

Track record of leading major product launches and successful GTM campaigns in a complex, global enterprise B2B environment.

Strategic and analytical skills to translate market research, competitive analysis, and usage data into actionable recommendations and compelling, data-backed messaging focused on revenue impact.

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

Experience managing and executing major analyst engagements, securing favorable positioning in competitive reports.

Exceptional written and verbal communication skills, with a proven ability to present complex topics simply and persuasively to executives and internal teams.

Proven experience hiring, mentoring, and managing a team of product marketing professionals, preferably a team of 5 or more, with hands-on execution.

Bachelor’s degree required; MBA or equivalent experience highly desirable.

Flexible, resilient, and comfortable thriving in a fast-paced, rapidly evolving organizational structure.

Equal Opportunity Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.

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