Software Engineering
About Salesforce:
Salesforce is a global technology company dedicated to delivering customer success through innovative AI‑driven solutions.
Role Summary
Join the Service Cloud organization to innovate, maintain, and monitor Salesforce’s large‑scale voice infrastructure that powers multi‑channel service for customers worldwide.
Responsibilities
- Deploy, maintain, and monitor large‑scale voice infrastructure services across the globe.
- Provide support for customers on voice‑related infrastructure and quality issues.
- Operate a 24/7 voice system with SLA of 4+ 9s availability.
- Configure and manage SBCs, SIP trunking, codecs, and real‑time communications (PSTN, SIP, VoIP) at scale.
- Set up alerting, monitoring, and proactive quality assurance for voice infrastructure.
- Plan capacity and adapt infrastructure to handle unexpected voice traffic surges.
- Troubleshoot voice‑related incidents: call setup, QoS, jitter, call drops, SIP 4XX/5XX errors, deep packet inspections, SIP ladder analysis, STIR/SHAKEN.
- Work closely with external VoIP/PSTN carriers, SBC vendors, and internal teams to design solution reference voice/network plans.
- Communicate status, incidents, and maintenance notifications to stakeholders.
- Coordinate maintenance activities with minimal customer impact.
Required Skills & Experience
- Related technical degree.
- 5+ years deploying, maintaining, and monitoring large‑scale voice infrastructure in public clouds.
- Hands‑on experience in multi‑region, enterprise‑scale voice operations.
- Deep knowledge of real‑time communications (PSTN, SIP, VoIP) and 24/7 voice system management.
- Expertise configuring SBCs, SIP trunking, codec negotiation, and voice stack security.
- Proficiency with tools and technologies for configuration, monitoring, and maintenance of voice infrastructure.
- Ability to implement alerting and monitoring mechanisms for call quality and proactive monitoring.
- Capacity planning ability to scale voice infrastructure for surge demand.
- Knowledge of VoIP security posture and compliance standards (E911, CALEA).
- Expertise troubleshooting call quality issues, SIP errors, and deep packet inspection.
- Experience with Python scripting and automation.
- Strong communication, analytical, problem‑solving, organizational, and time‑management skills.
AI & Emerging Technology Skills
- Apply AI/ML tools for anomaly detection, predictive alerting, and capacity planning in voice operations.
- Integrate AI‑powered features such as transcription, sentiment analysis, or virtual agent into voice infrastructure.
- Experience with Salesforce Einstein or equivalent AI platforms for Service Cloud Voice workflows.
- Implement AI‑based quality monitoring for real‑time call analysis.
- Use AI/ML models or data‑driven approaches to improve call quality, reduce latency, and optimize routing.
Desired Skills
- Automation scripting with Python.
- Knowledge of application protocols troubleshoot (HTTP, HTTPS, TCP/UDP).
- Linux (Red Hat) administration – configuration, packages, services, daemons, shells.
- Experience working in fast‑paced, rapidly changing technical environments.
Nice to Have
- Experience with configuration automation tools – Ansible, Puppet, Chef.
- Container orchestration (Docker, Kubernetes) and CI/CD pipelines.
- Terraform, Helm, Spinnaker understanding.
Compensation & Benefits
Base salary range: $117,200–$223,900 annually (higher ranges in select cities). The role may include incentive compensation, equity, and full benefits such as medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchase program. More details are available through Salesforce benefits portal.
Accommodations
If you require a reasonable accommodation during the application or recruiting process, submit a request through Salesforce’s Accommodations Request Form.
EEO Statement
Salesforce is an equal‑opportunity employer. All employment decisions are made based on merit and qualifications, without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, disability, veteran, marital status, age or other protected characteristics.
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