Principal Swarm Lead- Voice Specialist Service Cloud

Salesforce UK

United Kingdom
Excellent verbal and written communication
Analyze and solve technical issues in real time
Handle pressure and deliver timely solutions
Salesforce is the #1 AI CRM, driving customer success through human agents and AI innovation

Job Summary

  • Salesforce is the #1 AI CRM, driving customer success through human agents and AI innovation.
  • This role involves troubleshooting voice systems, monitoring call quality, and facilitating training and swarming activities for a team of Technical Support Engineers.
  • Join a company leading workforce transformation in the agentic era, where you can level up your career and redefine what's possible with AI.

Matching Summary

Salesforce is the #1 AI CRM, driving customer success through human agents and AI innovation.

Skills & Requirements

Must-have

  • Excellent verbal and written communication
  • Analyze and solve technical issues in real time
  • Handle pressure and deliver timely solutions
  • Troubleshoot SIP trunking, WebRTC, RTP/RTCP, QoS
  • Hands-on experience with Homer, Grafana, AWS
  • Debug SBCs and voice integration issues
  • Deep packet inspections and SIP ladder analysis

Nice-to-have

  • Passion for bettering business through AI
  • Trailblazer mindset
  • Collaborative team player
  • Proactive in identifying improvement opportunities

Key Requirements

  • BTech/BS degree in a technical field preferred
  • 5+ years engineering/programming work experience
  • Experience with CCaaS and CTI vendors
  • Exposure to Salesforce CRM, Service Cloud Voice
  • Work with External VOIP/PSTN Carriers and SBCs
  • Familiar with SIP call Simulators

Work Rights

Not specified

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