Description

Role Description

Join the team responsible for innovating, maintaining, and monitoring Salesforce's massive-scale voice infrastructure. We are part of the Service Cloud organization — a dynamic global team delivering and supporting innovative, proactive, multi-channel service for Salesforce customers, including Voice.

In this role, you will leverage your experience deploying, maintaining, and monitoring large-scale voice infrastructure services across the globe, and provide support for customers on voice-related infrastructure and quality issues.

Required Skills

• A related technical degree required

• 10+ years of experience supporting large-scale voice infrastructure deployments in public clouds

• Hands-on experience in voice operations in a multi-region, enterprise-scale infrastructure

• Hands-on experience with real-time communications (PSTN, SIP, VoIP, etc.) at scale

• Hands-on experience operating a 24/7 voice system at scale with SLA of 4+ 9s availability

• Hands-on expertise configuring SBCs, establishing SIP trunking between voice systems, codec negotiations, etc.

• Hands-on expertise using standard tools and technologies to configure, monitor, and maintain voice infrastructure

• Ability to set up comprehensive alerting and monitoring mechanisms for voice infrastructure, including call quality issues, and proactively monitor them

• Capacity/scale planning: ability to proactively plan voice infrastructure capacity to ensure the infrastructure can scale for unexpected surges in voice traffic

• Good understanding of security posture for VoIP networks and the ability to update in-house and third-party stacks to ensure strong security adherence

• Hands-on expertise troubleshooting voice-related issues such as call setup issues, QoS, jitter, call drops, SIP 4XX/5XX errors, etc.

• Hands-on expertise in deep packet inspections, SIP ladder analysis, and STIR/SHAKEN debugging

• Hands-on experience planning and conducting maintenance activities for voice infrastructure without disruption to customer traffic

• Excellent communication skills to proactively keep stakeholders updated on voice-related issues or maintenance notifications

• Ability to work and interoperate with partner systems

• Ability to work with customers, understand their voice requirements and scale, and create a solution reference voice/network infrastructure plan for Salesforce

• Work in close partnership with external VoIP/PSTN carriers and other vendors such as SBC providers

• Good awareness of voice/telecom regulations across different regions and adherence requirements

• Good awareness of voice stack compliance standards such as E911 and CALEA

• Excellent analytical and problem-solving skills

• Ability to adapt, remain flexible, and learn quickly in a dynamic environment

• Excellent organizational skills, including the ability to prioritize tasks efficiently with a high level of attention to detail

• Ability to work under tight deadlines while coordinating multiple projects and responding to changing business and technical conditions

AI & Emerging Technology Skills

• Hands-on experience applying AI/ML tools to voice operations, such as AI-driven anomaly detection, predictive alerting, or intelligent capacity planning

• Experience with conversational AI platforms and integrating AI-powered features into voice infrastructure (e.g., AI transcription, sentiment analysis, or virtual agent integrations)

• Familiarity with Salesforce Einstein or similar AI platforms and their application to Service Cloud Voice workflows

• Ability to evaluate and implement AI-based quality monitoring tools for real-time call analysis

• Experience using AI/ML models or data-driven approaches to improve call quality, reduce latency, and optimize routing

Desired Skills

• Experience writing automation scripts using scripting languages such as Python

• Experience with application protocols and troubleshooting (e.g., HTTP, HTTPS, TCP/UDP)

• Knowledge of Linux (Red Hat), including configuration, packages, services, daemons, shells, and troubleshooting

• Experience in fast-paced, technical environments experiencing rapid growth and change

Nice to Have

• Some experience with configuration automation tools such as Ansible, Puppet, and/or Chef

• Some experience with container orchestration systems such as Docker and Kubernetes, and CI/CD pipelines

• Understanding of Terraform, Helm, and Spinnaker

For roles in San Francisco and Los Angeles: 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.