Director, Product Management - Agentforce Contact Center

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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.

The Experience
Agentforce Contact Center is Salesforce's native, agentic platform bringing together voice, digital channels, and real-time CRM data to transform how enterprises connect with their customers. Based in Dublin, Ireland, this is a high-impact individual contributor role at the intersection of product management, field engagement, and customer success — where your technical depth and customer focus directly shape how enterprises deploy and scale agentic contact center experiences at a global level.

What You'll Actually Be Doing

• Own the technical architecture for complex Agentforce Contact Center deployments, from initial design through go-live, including architectural reviews, workshops, and proof-of-concept builds with enterprise customers and prospects.

• Partner with sales, customer success, and professional services to ensure customers realise full value from Agentforce Voice, digital channels, and agentic-led experiences — serving as the escalation point for complex implementation challenges.

• Translate field learnings, customer blockers, and deployment patterns into structured feedback that directly influences the Agentforce Contact Center roadmap and product direction.

• Represent Agentforce Contact Center at Dreamforce, World Tour, customer advisory boards, and industry conferences through reference architectures, solution briefs, and best practice content.

You're Our Person If...

• You have 7+ years of hands-on experience in enterprise contact center architecture or deployment, including at least 2 years leading complex, multi-stakeholder implementations across voice, digital channels, and CRM integrations.

• You bring 5+ years in a customer-facing technical role — solutions architect, technical consultant, or equivalent — with demonstrated ability to lead architectural conversations with both engineering teams and executive stakeholders.

• You have deep expertise in contact center platforms (CCaaS), communications protocols (SIP, WebRTC), CRM integration patterns, and agentic AI or conversational automation at enterprise scale.

• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Even Better If...

• You have hands-on experience with Salesforce Service Cloud, Agentforce, or Salesforce Contact Center (formerly Service Cloud Voice).

• You have scripting or coding experience (Python, JavaScript, Apex, or similar) for integration and automation use cases.

• You hold Salesforce certifications (Service Cloud Consultant, Agentforce Specialist, or equivalent) or equivalent contact center platform certifications.

• You have experience working within or alongside a product organisation, influencing roadmap through field insights.

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 andbe your best, and our AI agents accelerate your impact so you cando 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.

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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. 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.