Description

You will lead the design, deployment, and optimization of AI-powered voice and service experiences by integrating Salesforce Agentforce with Genesys.

Responsibilities

• Design and deploy Salesforce Agentforce Voice for contact center use cases.
• Architect and implement Salesforce–Genesys CTI integrations (voice, chat, IVR, routing).
• Configure and optimize Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge, Entitlements).
• Implement SRMEA capabilities including service request management, escalation, and resolution workflows.
• Lead solution design, data flows, security, and compliance across environments.

Required Skills

• 10+ years of professional experience in software development.
• Expertise in Apex and LWC development.
• Proficiency with Visualforce.
• Hands-on experience with Salesforce Service Cloud.
• Deep background in Genesys Contact Center integration.
• Proven experience with Agent Force and CTI Integrations.
• Experience integrating downstream systems (CRM, ERP, middleware).

Key Skills

Education

Any Graduate