Director/Senior Director, Contact Center Product Marketing

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Job Category

Marketing & Communications

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 seeking an exceptionally talented and proven Director and Senior Director of Product Marketing to lead the strategy, messaging, and go-to-market (GTM) execution for our rapidly growing portfolio of Contact Center and Customer Experience (CX) products. The Senior Director role reports directly 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 Return on Investment (ROI) and Total Cost of Ownership (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 Annual Contract Value (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 (AR): 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 l