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Job Category: Enterprise Technology & Infrastructure
About Salesforce: Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword – it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Role Overview
The Voice Engineering team builds and maintains Salesforce's global contact center platforms and supports 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, deeply integrated into our internal Salesforce environments and 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 and will directly impact the quality of customer interactions and the productivity and experience of 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
Unleash Your Potential
When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to shape the future — and redefine what's possible — for yourself, for AI, and the world.
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. It means that at Salesforce, we believe in equality for all. We can lead the path to equality by creating a workplace that's inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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