[Apply in 3 Minutes] Voice Operations Engineer-mts/smts/lmts/pmts

To get the best candidate experience please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts Job Category Software Engineering Job Details 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 VOICE OPERATIONS ENGINEERS-MTS SMTS LMTS PMTS About Salesforce We re Salesforce the Customer Company inspiring the future of business with AI Data CRM Leading with our core values we help companies across every industry blaze new trails and connect with customers in a whole new way And we empower you to be a Trailblazer too driving your performance and career growth charting new paths and improving the state of the world If you believe in business as the greatest platform for change and in companies doing well and doing good- you ve come to the right place 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 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 Required Skills 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 Handson 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 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 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 Desired Skills 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 Nice to Have Some experience with configuration automation tools such as Ansible Puppet and or Chef Nice to Have Some experience with container orchestration systems i e Docker and Kubernetes CI CD pipelines Nice to Have Understanding of Terraform Helm and Spinnaker BENEFITS PERKS Comprehensive benefits package including well-being reimbursement generous parental leave adoption assistance fertility benefits and more World-class enablement and on-demand training with Exposure to executive thought leaders and regular 1 1 coaching with leadership Volunteer opportunities and participation in our 1 1 1 model for giving back to the community For more details visit 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 require assistance due to a disability applying for open positions please submit a request via this 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 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