Description
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
Hands on 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 in-house 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.
Some experience with container orchestration systems, i.e., Docker and Kubernetes, CI/CD pipelines.
Understanding of Terraform, Helm, and Spinnaker.
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.