You will lead the design, architecture, and implementation of scalable Salesforce solutions.
Responsibilities
Lead end-to-end Salesforce solution design focusing on Service Cloud capabilities, including case management, knowledge base, SLAs, and service processes.
Architect and design integrations between Salesforce and Omnichannel platforms for seamless customer engagement across multiple touchpoints.
Define and implement integration strategies with Genesys Contact Center using CTI, APIs, and event-driven frameworks.
Drive adoption of Salesforce Einstein and other AI capabilities to enhance case routing, service insights, and predictive analytics.
Collaborate with stakeholders to translate functional requirements into performant Salesforce solutions while ensuring data governance and security.
Required Skills
Minimum 5+ years in Salesforce architecture and solution design, with 10+ years total IT experience.
Strong hands-on expertise in Salesforce Service Cloud, Omnichannel, CTI integrations, and Einstein AI.
Proven experience integrating Salesforce with Genesys Cloud or similar contact center solutions.
Deep understanding of Salesforce Integration patterns, including REST/SOAP APIs, Platform Events, and Middleware tools like MuleSoft.
Experience setting up and customizing Einstein Bots, Next Best Action, and Analytics.
Knowledge of DevOps practices within the Salesforce ecosystem.
Familiarity with data modeling, security, and governance standards.
Bachelor’s or Master’s degree in Computer Science or related field.