Description
About the Role
The Voice Engineering team is responsible for building and evolving Salesforce’s global contact center platforms that support critical customer and employee experiences worldwide.
We are seeking a Senior Salesforce Platform Engineer with strong hands-on experience designing, building, and supporting solutions within the Salesforce ecosystem. This role is heavily focused on Salesforce platform engineering, automation, routing, and Service Cloud capabilities, with voice/contact center technologies serving as an extension of the platform.
The ideal candidate brings deep Salesforce platform expertise, particularly around Salesforce Flows, Service Cloud, Omni-Channel/Unified Routing, and platform troubleshooting. Experience with Salesforce Voice, Service Cloud Voice, Agentforce, or Amazon Connect is highly desirable, but strong Salesforce platform engineering experience is the primary focus for this role.
Responsibilities
- Design, build, and maintain scalable Salesforce platform solutions supporting global contact center operations
- Develop, troubleshoot, and optimize complex Salesforce Flows, automations, and routing logic
- Configure and support Omni-Channel and Unified Routing capabilities across global teams
- Partner with business stakeholders, product teams, and engineers to deliver scalable Service Cloud solutions
- Support Salesforce Voice and Agentforce Voice implementations integrated within Salesforce environments
- Drive platform improvements focused on reliability, automation, scalability, and operational efficiency
- Troubleshoot platform issues across Salesforce configurations, integrations, and routing experiences
- Participate in architecture discussions, technical design reviews, and roadmap planning
- Lead root cause analysis and support continuous improvement initiatives for platform reliability
- Document technical solutions, operational processes, and engineering standards
- Mentor team members and contribute to engineering best practices
- Participate in a rotating on-call schedule supporting critical business platforms
Required Qualifications
Priority Skills & Experience
- Strong hands-on Salesforce platform engineering experience
- Deep experience designing, building, and troubleshooting Salesforce Flows
- Experience working within Service Cloud and/or Sales Cloud environments
- Experience configuring Omni-Channel and/or Unified Routing solutions
- Salesforce Administrator certification required
- Salesforce Advanced Administrator certification required
- Salesforce Platform App Builder certification required
- Strong troubleshooting and problem-solving skills within Salesforce environments
- Experience working cross-functionally with technical and business stakeholders
- Excellent communication and collaboration skills
Additional Requirements
- 5+ years of experience working within enterprise Salesforce environments
- Experience supporting scalable business-critical platforms and operational processes
- Ability to balance technical solutions with business and user experience needs
Preferred Qualifications
- Experience with Salesforce Voice, Service Cloud Voice, Agentforce, or Agentforce Voice
- Experience with Amazon Connect or other contact center platforms
- Experience supporting contact center or customer support operations
- Experience with AI-powered customer engagement solutions
- Background in DevOps, CI/CD, or Salesforce deployment automation
- Experience with observability, monitoring, or reliability engineering practices
- Additional Salesforce certifications such as Service Cloud Consultant or Application Architect
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.