Senior Salesforce Platform Engineer - Service Cloud Voice

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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.

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

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: 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.