Senior Software Engineer, Salesforce

• 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
• 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

Desirable

• 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