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Job Category

Software Engineering

Job Details

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.

You are an experienced technical leader with deep domain knowledge in distributed systems, and building enterprise grade platform-as-a-service offerings. You are experienced at operating secure, highly available, and mission critical services. You are an effective communicator who can provide external customers and executives with a 10k-feet view, and at the same time, have a technical discussion with the engineers. This role reports to the VP of Engineering.

The Service Cloud Digital Engagement is key to the success of the Service Cloud portfolio. We create personalized, intelligent conversations by integrating all Engagement on one unified, truly conversational platform built on the Customer 360. We build enduring trust and customer success with secure, highly available infrastructure by making our products easy to use and deploy. Digital Engagement is at the heart of the Shift to Scale and Digital Transformation. More and more customers are looking to invest in digital channels to move away from high-cost voice engagement. It spans no-touch, low-touch, and high-touch experiences and is critical in every industry segment.

Service Cloud Voice is one of the key offerings in the Digital Engagement Platform that offers digital intelligent telephony solution(s) native to the CRM platform. It is natively embedded within Salesforce CRM and the Salesforce console. It’s the first solution that brings telephony, CRM, and digital conversations together in real-time for both the support agents and supervisors. This deep integration between telephony and CRM will not only unlock more advanced voice/phone functionalities surfaced through the various types of Salesforce applications but also provide a consistent and integrated experience across all the conversation channels (chat, SMS, voice) supported by Salesforce today.


Minimum Requirements:

• Bachelors or Masters in Computer Science or Engineering

• Strong understanding of cloud infrastructure and container technologies such as Kubernetes

• Strong and broad working knowledge of the state of the art in cloud computing infrastructure including: IaaS, PaaS, containers, analytics, data center deployments, and others

• At least ten years of experience in platform architecture (SaaS, PaaS) with at least three years of experience in a similar leadership role

• Demonstrable experience and interest in architecting complex and scalable platform; expert level knowledge of relevant architecture/ design principles and patterns

• Demonstrable experience delivering cloud-native capabilities on AWS or equivalent;

• Proven experience and strong desire to lead, with experience leading cross functional architecture teams

• Advanced relationship management and communication skills, including partnering and consulting with senior leaders/C-level roles

• Strong skills in critical thinking, decision making, problem solving, and attention to detail

• Get-it-done attitude

Responsibilities

• Architect and implement features on the Service Cloud Voice and Bring-You-Own Channels

• Build and enable availability tracking and monitoring of the owned services.

• Operate in an Agile development environment, including participating in daily scrums.

• Develop a technical vision and technical long-range plan, and define a technical strategy for the organization

• Collaborate with stakeholders and other senior engineers across the globe.

• Build and oversee the Service Cloud Voice platform and architecture long-term plan that supports the objectives of the business. Translate vision into concrete execution plans.

• Engage with customers to validate architecture decisions and understand product requirements

• Serve as the primary steward and key voice of the architecture strategy, communicating decisions and tradeoffs to internal and external stakeholders

• Partner with Support, Sales Engineering, and Customer Success in organizational enablement around our platform and product technologies

• Hire, inspire, and develop the senior engineering talent within the organization

• Drive technical excellence in Platform organization such as:

  • Development and implementation of the architecture governance framework (e.g. architecture review board, reference architecture(s), standards/policies)

• Coordinates architecture decisions across all architects at CRM

Required Skills/Experience:

• Industry experience 10+ years.

• Education. M.Tech/M.E in Computer Science/Engineering or B.Tech/BE in the same disciplines with equivalent years of experience

• Distributed systems and data engineering. Expertise in designing, implementing, and operating high-scale distributed systems architectures and concepts, including the following:

  • Experience with Telephony, SIP, WebRTC is preferred

  • Experience with real-time, high scale systems is required

  • High-performance, high-availability (99.999%) and self-recoverable systems

  • Large-scale infrastructure systems

  • Docker-based development.

  • REST, gRPC, MicroServices, Orchestration

• Software design. Demonstrated expertise in applying distributed systems patterns in high availability, real-time environments (e.g., Client-server, N-tier, MVC) and API constructions (e.g., Swagger, OpenAPI)

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

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.

For Washington-based roles, the base salary hiring range for this position is $257,400 to $411,800.

For California-based roles, the base salary hiring range for this position is $280,700 to $449,200.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.