Description

You will lead end-to-end Salesforce solution design focused on Service Cloud capabilities, case management, and service processes.

Responsibilities

• Architect and design integrations between Salesforce and Omnichannel platforms for multi-touchpoint engagement.
• Define integration strategies with contact center solutions, leveraging CTI, APIs, and event-driven frameworks.
• Drive adoption of Salesforce Einstein and other AI capabilities for service insights and predictive analytics.
• Collaborate with stakeholders to translate functional requirements into scalable Salesforce solutions.
• Conduct architecture reviews and provide technical leadership across development and support teams.

Required Skills

• 10+ years of total IT experience, with 5+ years in Salesforce architecture and solution design.
• Strong hands-on expertise in Salesforce Service Cloud, Omnichannel, CTI integrations, and Einstein AI.
• Proven experience integrating Salesforce with Genesys Cloud or equivalent contact center solutions.
• Deep understanding of Salesforce Integration patterns, including REST/SOAP APIs and Platform Events.
• Experience with Middleware tools such as MuleSoft.
• Familiarity with CI/CD Pipelines, GitHub, Copado, or Gearset.
• Proficiency in Salesforce Architect and System Architect concepts.
• Strong knowledge of data modeling, security, and governance within the Salesforce ecosystem.
• Bachelor’s or Master’s degree in Computer Science or a related field.

Key Skills

Education

Bachelor's or Master's degrees