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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

• 5+ 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

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $117,200 - $223,900 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $141,200 - $246,000 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.