Product Manager (Specialist), AI Voice & Contact Center

*To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.*
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.
At Salesforce, we’re redefining how companies deliver customer support—and it starts with our own platforms.
The Voice Engineering team builds and operates the global contact center systems that power Salesforce Customer Support, enabling fast, intelligent, and seamless experiences for millions of customers worldwide.
As a
Product Manager
, you will lead the strategy, roadmap, and delivery of next-generation voice and contact center capabilities, including AI-powered experiences such as conversational IVR, intelligent routing, and automation. You’ll work at the intersection of product, engineering, and operations to improve both customer experience and agent productivity at scale.
This role offers a unique opportunity to innovate in a real-world, high-volume environment—designing and deploying solutions internally before they are brought to market.
What You’ll Do
Drive Product Strategy

• Define and execute the product vision and roadmap for voice and contact center capabilities
• Identify opportunities to improve customer experience, reduce wait times, and increase agent efficiency
• Translate business needs into scalable product features, including routing, automation, and AI-driven voice solutions

Own Product Delivery

• Lead the end-to-end product lifecycle—from discovery and prioritization through delivery and iteration
• Partner closely with engineering teams to build scalable, reliable, and high-performing solutions
• Drive adoption of AI-powered capabilities such as conversational IVR and intelligent automation

Enhance Customer & Agent Experience

• Design modern contact center experiences, including:

• Intelligent routing to connect customers to the right agent faster
• Seamless call transfers with full context
• Natural, conversational voice interactions

• Continuously improve agent workflows to increase productivity and reduce friction

Collaborate Cross-Functionally

• Work closely with Customer Support, Engineering, and Product teams to deliver impactful solutions
• Align stakeholders around priorities, trade-offs, and roadmap decisions
• Contribute to early-stage innovation and testing of new capabilities

Leverage Data & Insights

• Use data, metrics, and user feedback to inform product decisions and drive continuous improvement
• Monitor performance and partner with engineering to enhance reliability and scalability

Qualifications

• Experience in a Product Manager or Associate Product Manager role
• Strong understanding of contact center or customer support technologies, such as IVR, conversational AI, or routing systems
• Experience working in Agile environments and delivering products in fast-paced settings
• Strong stakeholder management and communication skills
• Data-driven mindset with the ability to use metrics to guide decisions

Nice To Have

• Experience with Salesforce or similar CRM platforms
• Familiarity with AI-driven customer support tools
• Salesforce certifications (e.g., Admin, Platform App Builder)

Why Join Salesforce?

• Work on mission-critical systems that support millions of customers globally
• Be at the forefront of AI-driven customer support innovation
• Collaborate with world-class teams across product, engineering, and operations
• Help shape the future of how companies connect with their customers

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.
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.
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 $117,200 - $176,700 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.