Description

You will design, deploy, and optimize AI-powered voice and service experiences by integrating Salesforce Agentforce with Genesys.

This role is hybrid.

Responsibilities

• Lead Salesforce Agentforce Voice design and deployment for contact center use cases.
• Architect and implement Salesforce–Genesys CTI integrations including voice, chat, IVR, and routing.
• Configure and optimize Salesforce Service Cloud features such as Case Management, Omni-Channel, Knowledge, and Entitlements.
• Implement SRMEA capabilities including service request management, escalation, and resolution workflows.
• Design intelligent agent assist and supervisor dashboards using Salesforce and analytics tools.

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.
• Expertise in implementing SRMEA or enterprise service management patterns.
• Hands-on experience with Genesys Contact Center (Cloud or On-Prem).
• Integration experience using Genesys APIs, webhooks, and middleware.
• Experience with REST/SOAP APIs and middleware (MuleSoft preferred).
• Strong understanding of data models, security, and performance optimization.
• Experience integrating voice, chat, email, and digital channels into Salesforce.

Key Skills

Education

Any Graduate