Description

You will design and lead Salesforce Service Cloud solutions, focusing on case management, SLAs, and knowledge bases.

Responsibilities

• Architect Omnichannel integrations across voice, chat, email, and digital channels.
• Integrate Salesforce with Genesys Contact Center using CTI, APIs, and event-driven frameworks.
• Implement Einstein AI features for intelligent routing, insights, and analytics.
• Collaborate with stakeholders and guide development teams on architecture best practices.

Required Skills

• 12+ years in IT experience, including 6+ years in Salesforce architecture.
• Strong expertise in Service Cloud and Omnichannel.
• Hands-on experience with Genesys Cloud integrations.
• Solid knowledge of Salesforce integrations, security, governance, and DevOps.
• Proficiency with Github, Copado, and Gearset.
• Experience with Agile and Scrumb methodologies.
• Familiarity with CI/CD processes.

Preferred Skills

• Experience with Experience Cloud or Sales Cloud.
• Exposure to AI/GenAI, chatbots, or service automation.

Key Skills

Education

Bachelor's or Master's degrees