Software Engineering SMTS

Salesforce•San Francisco, CA

2d•Hybrid

About The Position

Join the team responsible for innovating, maintaining, and monitoring Salesforce’s massive scale voice infrastructure. We are part of the Service Cloud organization, which is a dynamic global team delivering and supporting innovative and proactive multi-channel service for Salesforce customers, including Voice. In this role, you will leverage your experience in deploying, maintaining, and monitoring large-scale voice infrastructure services across the globe and provide support for customers for any voice-related infrastructure and quality issues.

Requirements

A related technical degree required.
10+ years of experience with 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 in operating a 24/7 voice system at scale with SLA of 4+ 9s availability.
Hands on expertise in configuring SBCs, establishing SIP trunking b/w voice systems, codec negotiations etc.
Hands-on expertise in using standard tools & technologies to configure, monitor and maintain voice infrastructure.
Ability to setup comprehensive alerting and monitoring mechanisms for the voice infrastructure of call quality issues and proactively monitor them.
Capacity/scale planning: Ability to proactive plan capacity of voice infrastructure in an optimal way to ensure the infrastructure can scale for any unexpected surge in voice traffic.
Good understanding of security posture for voip networks and update the in-house and 3rd party stack to ensure strong security adherence.
Hands-on expertise in troubleshooting voice related issues like 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 in planning and conducting maintenance activities to voice infrastructure without disruption to the customer traffic.
Excellent communication skills to keep the stakeholders updated proactively on any voice related issues or maintenance notifications.
Ability to work and interop 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 like SBC.
Good awareness of Voice/telco regulations in different regions and adherence.
Good awareness of Voice stack compliances like E911, CALEA etc.
Excellent analytical and problem-solving skills.
Ability to adapt, to be flexible, and to learn quickly in a dynamic environment.
Excellent organizational skills including ability to prioritize tasks efficiently with high level of attention to detail.
Ability to work under tight deadlines while coordinating several projects at a time and responding to changing business and technical conditions.

Nice To Haves

Experience in writing automation scripts using scripting languages such as python.
Experience with application protocols and troubleshooting for the same (i.e., HTTP, HTTPS, TCP/UDP).
Knowledge of Linux (RedHat) including configuration, packages, services, daemons, shells, and troubleshooting.
Experience in fast-paced, technical environments experiencing rapid growth and change.
Some experience with configuration automation tools such as Ansible, Puppet, and/or Chef.
Some experience with container orchestration systems, i.e., Docker and Kubernetes, CI/CD pipelines.
Understanding of Terraform, Helm, and Spinnaker.

Responsibilities

Innovating, maintaining, and monitoring Salesforce’s massive scale voice infrastructure.
Deploying, maintaining, and monitoring large-scale voice infrastructure services across the globe.
Providing support for customers for any voice-related infrastructure and quality issues.
Leveraging experience in operating a 24/7 voice system at scale with SLA of 4+ 9s availability.
Proactively planning capacity of voice infrastructure in an optimal way to ensure the infrastructure can scale for any unexpected surge in voice traffic.
Troubleshooting voice-related issues like Call Setup issues, QOS, Jitter, Call drops, SIP 4XX/5XX errors etc.
Planning and conducting maintenance activities to voice infrastructure without disruption to the customer traffic.
Keeping stakeholders updated proactively on any voice-related issues or maintenance notifications.
Working with customers, understanding their voice requirements and scaling and creating a solution reference voice/network infrastructure plan for Salesforce.
Working in close partnership with External VOIP/PSTN Carriers and other vendors like SBC.
Ensuring adherence to Voice/telco regulations in different regions and compliances like E911, CALEA etc.