Description

Lead the design and deployment of Salesforce Agentforce Voice for contact center use cases.

This role is on-site.

Responsibilities

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

Required Skills

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

Key Skills

Education

Any Gradute