Jake Elizondo is a software engineer living and working in Redwood City, CA.

Led full-stack implementation and design for Agentforce Voice (AFV) in Service Cloud Voice (SCV), enabling AI-powered voice bots and the critical human agent escalation flow. This feature handles over 1000 calls a day with more customers currently onboarding.

• Owned the spike and system design for the SIP Pilot gRPC Server (first on team to deploy this microservice component), and leading cross-functional technical discussions. Wrote spike documents, created sequence diagrams for key flows, and presented design and overview to key stakeholders from engineering and product teams.

• Implemented new gRPC server and API in our Java microservice to allow for session initialization by other internal services.

• Implemented new Kafka listener and event handlers for AI voice call events. This was the first Kafka listener implemented in this service.

Wrote a new Java service integrating with Einstein LLM Gateway and Prompt Builder for the Einstein Conversation Intelligence Service (ECIS) feature, delivering intent and sentiment detection powered by the Salesforce AI platform to the existing conversation rules framework for voice, messaging, and web chat.

Led the Article Recommendations for Conversations Feature GA project, coordinating weekly calls across multiple involved teams, resolving 10 GA blocker bugs in the final sprint before launch, and navigating complex integrations with the AI Cloud/Agentforce Data Library. This feature uses Salesforce AI platform and RAG to recommend relevant knowledge articles in real time to customer service reps.

Championed AI tooling adoption (CodeGenie, Cursor, Windsurf) across the team and org, leading brown bag sessions and creating a Technical Deep Dive session and demo, resulting in 100% team usage and achieving near 100% code coverage for new code in our microservice. Team adoption of these tools also led to a 35.82% increase in Sprint Forecasted Items Completed in the H2 of 2025 vs. H1.

Served as the mentor for two new AMTS (junior) engineers, accelerating their onboarding, resulting in one achieving a Time to First PR of 15 days (compared to an average of 40), and successfully preparing both for significant contribution to major epics, and on-call rotations through ongoing weekly one on ones.

Acted as a customer-facing technical expert at Dreamforce, demoing Agentforce Voice to members of the C-Suite, and participating in high-priority SICs with EMEA customers (e.g., Iberia Airlines, Melia Hotels), conversing with Spanish customers in their native language.