Description

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 Senior Voice Engineer, you will work on the latest and most innovative products including Salesforce Voice and Agentforce Voice—solutions deeply integrated into our internal Salesforce environments that are critical to running our global business operations.

In this role, you will enable global contact center teams by building scalable, resilient, and automated voice experiences natively within Salesforce. This position requires deep platform knowledge of the Salesforce ecosystem, and your work will directly impact the quality of customer interactions globally and the productivity and experience of our employees.

Responsibilities

• Build and implement voice platform solutions aligned with the team's multi-year strategy for Salesforce Voice and Agentforce Voice

• Design global, multi-region telephony and routing architectures with built-in resiliency and failover

• Maintain and optimize scalable telephony infrastructure across Amazon Connect, PSTN carriers, Salesforce orgs, and routing engines

• Implement platform standards for routing, flows, observability, and automation established by the team

• Serve as a subject matter expert for complex telephony and Unified Routing implementations, providing technical guidance to stakeholders

• Lead large-scale transformation programs including region launches, customer zero deployments, and AI integrations

• Support reliability initiatives including SLA monitoring, proactive observability, and platform health reporting

• Lead root cause analysis for high-impact incidents and implement systemic prevention measures

• Mentor engineers and raise engineering standards through design reviews, documentation, and knowledge sharing

• Partner with global stakeholders including product teams, business units, and technical teams to deliver platform solutions, provide regular platform health updates, and stay current on product releases and cycles

• Participate in a rotating on-call schedule to support critical voice services and ensure platform uptime

Required Qualifications

• A related technical degree required

• 5-7+ years in enterprise telephony engineering, CCaaS architecture, or voice platform implementation

• Strong hands-on experience with Salesforce Voice, Agentforce Voice, and Service Cloud Voice architectures

• Demonstrated expertise in Omni-Channel/Unified Routing design and capacity modeling

• Strong understanding of SIP, RTP, call flows, jitter, carrier integrations, and network protocols

• Proven experience designing and implementing multi-region, highly available telephony platforms

• Strong hands-on Salesforce Flow development and automation experience

• Experience leading incident reviews, post-mortems, and reliability engineering improvements

• Salesforce Admin certification, Advanced Admin, and Platform App Builder certifications required

• Excellent collaboration skills with ability to work across technical and business teams

Preferred Qualifications

• Additional Salesforce certifications (e.g., Service Cloud Consultant, Application Architect)

• Experience with AI-powered voice solutions and conversational IVR design

• Background in DevOps practices and CI/CD for Salesforce deployments

• Experience with observability tools and SRE practices

• Prior experience working with Amazon Connect or similar CCaaS platforms

• Track record of delivering complex, enterprise-scale platform transformations

For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.