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

Requirements

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

Benefits

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

telephony engineeringCCaaS architecturevoice platform implementationSalesforce VoiceAgentforce VoiceService Cloud VoiceOmni-Channel designUnified Routing designSIPRTP

Soft Skills

collaborationmentoringtechnical guidanceleadershipcommunicationproblem-solvingincident reviewknowledge sharingstakeholder engagementorganizational skills

Certifications

Salesforce AdminAdvanced AdminPlatform App Builder