Senior Voice Engineer

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Job Category

Enterprise Technology & Infrastructure

Job Details

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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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

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 not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part 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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.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.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $148,500 - $223,900 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $178,900 - $246,000 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.