Description

You will lead AI-driven contact center transformations by designing and deploying Salesforce solutions.

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 features like Omni-Channel and Case Management.
• Implement SRMEA capabilities, including service request management and escalation workflows.
• Lead solution design, data flows, security, and compliance across environments.

Required Skills

• 8+ years of Salesforce experience, specifically with Service Cloud.
• Proven experience deploying Agentforce Voice or AI-powered voice automation.
• Strong expertise in Apex, LWC, Omni-Channel, and Einstein AI.
• Hands-on experience with Genesys Contact Center (Cloud or On-Prem) and CTI.
• Experience integrating systems using REST/SOAP APIs and middleware (MuleSoft preferred).
• Expertise in integrating voice, chat, and digital channels into Salesforce.
• Strong understanding of data models, security, and performance optimization.

Key Skills

Education

Any Graduate