Description
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