Software Engineering SMTS

Salesforce•San Francisco, CA

3d•Onsite

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 — 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.

Requirements

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.
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.
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.
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 Haves

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.

Responsibilities

Leverage experience deploying, maintaining, and monitoring large-scale voice infrastructure services across the globe.
Provide support for customers on voice-related infrastructure and quality issues.
Set up comprehensive alerting and monitoring mechanisms for voice infrastructure, including call quality issues, and proactively monitor them.
Proactively plan voice infrastructure capacity to ensure the infrastructure can scale for unexpected surges in voice traffic.
Update in-house and third-party stacks to ensure strong security adherence for VoIP networks.
Troubleshoot voice-related issues such as call setup issues, QoS, jitter, call drops, SIP 4XX/5XX errors, etc.
Perform deep packet inspections, SIP ladder analysis, and STIR/SHAKEN debugging.
Plan and conduct maintenance activities for voice infrastructure without disruption to customer traffic.
Proactively keep stakeholders updated on voice-related issues or maintenance notifications.
Work and interoperate with partner systems.
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.
Apply AI/ML tools to voice operations, such as AI-driven anomaly detection, predictive alerting, or intelligent capacity planning.
Integrate AI-powered features into voice infrastructure (e.g., AI transcription, sentiment analysis, or virtual agent integrations).
Evaluate and implement AI-based quality monitoring tools for real-time call analysis.
Use AI/ML models or data-driven approaches to improve call quality, reduce latency, and optimize routing.
Write automation scripts using scripting languages such as Python.
Configure, monitor, and maintain voice infrastructure using standard tools and technologies.
Establish SIP trunking between voice systems, and manage codec negotiations.