Voice Operations Engineer

Salesforce•San Francisco, CA

21d

About The Position

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. 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, monitoring large-scale voice infrastructure services across the globe and provide support for the customers for any voice related infrastructure and quality issues.

Requirements

A related technical degree required.
7+ 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
Proven 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
Expertise in configuring SBCs, establishing SIP trunking b/w voice systems, codec negotiations etc and 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 inhouse 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 with Partner systems, 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, container orchestration systems, i.e., Docker and Kubernetes, CI/CD pipelines, and understanding of Terraform, Helm, and Spinnaker.