Description

You will lead the design and deployment of Salesforce Agentforce Voice for contact center use cases.

Responsibilities

• Architect and implement Salesforce–Genesys CTI integrations (voice, chat, IVR, routing).
• Configure and optimize Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge, Entitlements).
• Implement SRMEA capabilities including service request management, escalation, and resolution workflows.
• Enable AI-driven voice features: call transcription, intent detection, summarization, next-best action.
• Integrate downstream systems (CRM, ERP, billing, knowledge, middleware).

Required Skills

• 8+ years of Salesforce experience with Service Cloud.
• Proven Agentforce Voice or AI-powered voice automation deployment experience.
• Strong knowledge of Omni-Channel, Einstein AI, flows, Apex, and integrations.
• Experience implementing SRMEA or enterprise service management patterns.
• Hands-on experience with Genesys Contact Center (Cloud or On-Prem).
• Expertise in CTI, IVR, call routing, screen pops, and call lifecycle events.
• Integration experience using Genesys APIs, webhooks, and middleware.
• Experience with REST/SOAP APIs and middleware (MuleSoft preferred).
• Proficiency in Apex, LWC, and Service Cloud configuration.

Key Skills

Education

Any Gradute