Principal Swarm Lead- Voice Specialist Service Cloud Support

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Job Category

Customer Success

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.

Experience: 
BTech/BS degree in a technical field preferred with a strong academic record.
5+ years engineering / programming work experience.

Key Skills Required:

• Excellent verbal and written communication skills are mandatory.
• Ability to analyze and solve technical issues in real time.
• Ability to handle pressure and deliver solutions in a timely manner.
• Troubleshooting Experience with most common CCaaS, and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage.
• Exposure to Salesforce CRM, Service Cloud Voice, Session Border Controllers - Advantage
• Work in close partnership with External VOIP/PSTN Carriers and other vendors like SBC (Mandatory)
• Strong understanding of SIP trunking, WebRTC VOIP protocol, RTP/RTCP, QoS Metrics, Kamailio, FreeSWITCH, STUN/TURN, NAT, Codecs (G.711, G729, Opus etc), 
• Hands on experience with monitoring tools such as Homer, Grafana, and AWS cloud platform
• Hands-on expertise in debugging SBCs, configuration issues w.r.t  SIP trunking b/w voice systems, codec negotiations etc.
• Experienced at troubleshooting Voice integration issues involving Session Border Controllers
• 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
• Ability to debug and interoperability issues with Partner voip systems
• Ability to debug signalling & media issues using PCAP/Wireshark tool
• Familiar with SIP call Simulators Ex: SIPp
   

Role & Responsibilities:

• Troubleshoot and resolve issues related to voice systems, VoIP, and telephony in accordance with contractual SLAs with the customers and compliance standards.
• Monitor call quality, performance, and availability of voice systems.
• Track, Record, and document problem-solving process including decisions made to reach the resolution. 
• Collaborate with other IT and network teams to ensure seamless communication services.
• Responsible for facilitating the training and swarming activities for a team of Technical Support Engineers working on support cases
• Ensures that the right engineers are swarming and collaborating on issues.
• Initiates swarming activities on cases, wherever required (aged cases, escalations, business urgency etc.)
• Collaborate with other swarm leads to drive best practices and provide consistency across swarm team (across Geos, other swarm teams)
• Takes ownership of critical and escalated cases as needed 
• Verify quality of Investigations to engineering team - Conducts weekly review of Investigations, conducts mentoring and best practices sessions with team members.
• Partner with manager in assisting and engaging with TMP where needed on urgent/critical issues
• Raise awareness on Top Case Drivers (TCD) to support leadership
• Drives improvement opportunities by conducting Training Need analysis - Tech review of Aged cases, LSATs, Escalations and works with CSG/Enablement team to close the skill gaps.
• Alert managers on cases where needed and work with them to initiate swarming for management escalations and other business processes as needed.
• Work with the manager to drive improvements to reduce TTR, case transfers, and avoidable escalations to TMP.
• Meets the expectations of their current role (Principal, Sr. Principal Engineer, or cloud equivalent) as outlined in the job levelling guide 
• Flexible to work in shifts (including Night shifts - AMER PST) as per the business requirements

 

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.

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