Description

Lead the design, architecture, and implementation of scalable Salesforce solutions for Service Cloud and omnichannel engagement.

This role is remote.

Responsibilities

• Design end-to-end Salesforce solutions focused on Service Cloud, case management, and SLAs.
• Architect integrations between Salesforce and Omnichannel platforms for multi-touchpoint customer engagement.
• Define and implement integration strategies with Genesys Contact Center using CTI and event-driven frameworks.
• Drive adoption of Salesforce Einstein and AI capabilities to enhance service insights and routing.
• Translate functional requirements into performant solutions while ensuring data governance.

Required Skills

• 10+ years of total IT experience, with 5+ years in Salesforce architecture.
• Strong expertise in Salesforce Service Cloud, Omnichannel, and Einstein AI.
• Proven experience integrating Salesforce with Genesys Cloud or similar contact center solutions.
• Deep understanding of Salesforce integration patterns: REST/SOAP APIs, Platform Events, and Middleware tools (e.g., MuleSoft).
• Experience with Einstein Bots, Next Best Action, and Analytics setup.
• Knowledge of Agile/Scrum methodologies and CI/CD Pipelines.
• Familiarity with GenAI capabilities in the Salesforce ecosystem.
• Bachelor’s or Master’s degree in Computer Science or related field.

Key Skills

Education

Any Graduate