Voice Operations Engineer-MTS/SMTS/LMTS/PMTS

Description

VOICE OPERATIONS ENGINEERS-MTS/SMTS/LMTS/PMTS

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.

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
• Handson 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 inhouse 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.
• Nice to Have: Some experience with container orchestration systems, i.e., Docker and Kubernetes, CI/CD pipelines.
• Nice to Have: Understanding of Terraform, Helm, and Spinnaker.
  

Benefits & Perks

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
• World-class enablement and on-demand training with Trailhead.com
• Exposure to executive thought leaders and regular 1:1 coaching with leadership
• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community
• For more details, visit https://www.salesforcebenefits.com/