Description
Role Overview
The Voice Engineering team is responsible for building and maintaining Salesforce’s global contact center platforms and supporting the end users who depend on them. As a Voice Engineer, you will work on the latest and most innovative products including Salesforce Voice and Agentforce Voice. These solutions are deeply integrated into our internal Salesforce environments and are critical to running our global business operations.
You will enable global contact center teams by building scalable, resilient, and automated voice experiences natively within Salesforce. This role requires deep platform knowledge of the Salesforce ecosystem. Your work will directly impact the quality of customer interactions globally and the productivity and experience of our employees.
Responsibilities
- Design, deploy, and provide operational support for Salesforce Voice and Agentforce Voice solutions
- Maintain scalable telephony infrastructure across Amazon Connect, PSTN carriers, Salesforce orgs and routing engines
- Build and maintain Salesforce Flows for mission critical processes
- Design and manage Unified Routing strategies to optimize agent utilization and customer experience
- Enhance platform observability and call quality using telemetry, monitoring, and synthetic testing tools (CloudWatch, Cyara Voice Assure & Number Trust, Pagerduty)
- Own complex incident response and perform deep dive root cause analysis to eliminate recurrence and drive proactive reliability improvements
- Develop global contact center routing, flows, policies, and resiliency patterns across multi-region architectures
- Implement operational standards, disaster recovery practices, and automation to improve system reliability and speed of delivery
- Participate in a rotating on-call schedule to support critical voice services and ensure platform uptime
Required Experience & Qualifications
- 5+ years in enterprise telephony engineering, CCaaS delivery, or voice platform operations
- Salesforce Certifications such as Salesforce Admin (minimum expectation), Salesforce Advanced Admin, Platform App Builder
- Hands on experience integrating contact center platforms with Salesforce (Service Cloud Voice, Agentforce Voice, Amazon Connect CTI adapters, Telephony APIs)
- Proficiency with Salesforce development including:
-Flows (screen flows, auto launched flows, Omni-channel flows, fault paths)
-Omni-Channel / Unified Routing configuration (queues, skills, capacity models, work items)
-Voice Call, Agent Work, Call Transcript, Voice Recording objects and data model
- Strong understanding of SIP, RTP, jitter, latency analysis and call path troubleshooting
- Experience supporting production environments, including structured change controls, incident management, and post incident reviews
- Strong analytical, troubleshooting, and cross team communication skills
Preferred
- Scripting / automation skills (Python.)
- Monitoring and observability systems (Splunk, CloudWatch, PagerDuty)
- AWS exposure or certifications
- In particular: Lambda, Cloudwatch, Lex, S3, VPC