Software Engineering SMTS

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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.

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

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 and be your best, and our AI agents accelerate your impact so you can do 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.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.