Description
Key Responsibilities
- Product Vision & Strategy: Own the end-to-end product lifecycle for Voice AI capabilities for customer service and contact centers, including low-latency streaming, real-time reasoning, and multi-turn conversational logic.
- Agentic Frameworks: Build the "brains" of the voice agent. Work closely with AI Research and Engineering to leverage LLMs/LMMs for real-time intent recognition, sentiment analysis, and autonomous action execution (Service Actions).
- Voice Infrastructure and integrations: Drive voice infrastructure and compliance needs to drive global adoption Agentforce Voice AI
- Enterprise Integration: Ensure Voice Agents can securely integrate to Contact Center platforms, CRM, ERP, and Knowledge Base data (e.g., Data Cloud) to provide hyper-personalized, context-aware service.
- Voice Excellence: Solve for the "last mile" of voice: managing latency, interruption handling, emotion detection, and high-fidelity text-to-speech (TTS) that feels human-grade.
- GTM & Ecosystem: Partner with Sales, Marketing, and Customer Success to scale Agentforce Voice globally. Act as the primary technical spokesperson for executive briefings and industry events.
Required Qualifications
- Experience: 15+ years in Product Management, with at least 5 years specifically in Conversational AI, CCaaS, or Voice Technology.
- Domain Expertise: Deep understanding of one or more of the following - contact centers, voice integrations and architecture (SIP, RTP, WebRTC), Voice and AI fundamentals (LLMs, RAG, Prompt Engineering, NLU).
- Execution: A proven track record of shipping "Zero-to-One" enterprise-grade products at scale.
- Leadership: Experience managing high-performing PM teams and influencing complex, cross-functional engineering organizations.
- Strategic Mindset: Ability to translate the "hype" of Generative AI into concrete, high-ROI use cases for enterprise customers.
- A related technical degree required.
Preferred Qualifications
- Familiarity with the Salesforce Ecosystem (Service Cloud, Einstein, Data Cloud).
In office expectations are 36 days a quarter
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
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.