Job ID: 3190263
Job Summary:
We are seeking a highly skilled and experienced Senior Salesforce Developer with a strong background in Agentforce Voice deployment and Genesys Contact Center integration. This role is crucial for leading AI-driven contact center transformations. The ideal candidate will be responsible for designing, deploying, and optimizing AI-powered voice and service experiences, specifically integrating Salesforce Agentforce with Genesys to enhance customer engagement, reduce agent effort, and drive significant operational efficiencies.
Key Responsibilities:
- Lead the end-to-end design and deployment of Salesforce Agentforce Voice solutions tailored for complex contact center use cases.
- Architect, develop, and implement robust Salesforce-Genesys CTI integrations, covering voice, chat, IVR, and routing functionalities.
- Configure, customize, and optimize Salesforce Service Cloud features, including Case Management, Omni-Channel, Knowledge Base, and Entitlements.
- Implement and manage SRMEA capabilities, encompassing service request management, escalation protocols, and efficient resolution workflows.
- Enable and enhance AI-driven voice features such as real-time call transcription, intelligent intent detection, automated summarization, and next-best action recommendations.
- Design and build intelligent agent assist tools and supervisor dashboards utilizing Salesforce and advanced analytics platforms.
- Facilitate seamless integration with various downstream systems, including CRM, ERP, billing platforms, knowledge management systems, and middleware solutions.
- Lead comprehensive solution design, ensuring adherence to data flow best practices, robust security measures, and compliance requirements for both regulated and non-regulated environments.
- Collaborate effectively with business stakeholders, IT teams, and contact center leadership throughout the project lifecycle, including discovery, development, User Acceptance Testing (UAT), and final rollout.
- Provide critical support for production stabilization, ongoing optimization, and continuous improvement initiatives to ensure sustained system performance and user satisfaction.
Required Skills & Experience:
- Salesforce & AI: Minimum of 8 years of progressive Salesforce experience, with a deep focus on Service Cloud. Proven track record in deploying Agentforce Voice or other AI-powered voice automation solutions. Strong understanding and practical application of Omni-Channel, Einstein AI, Salesforce Flows, Apex coding, and various integration techniques. Experience in implementing SRMEA or similar enterprise service management patterns.
- Apex, LWC, Customization: Expertise in Salesforce development using Apex, Lightning Web Components (LWC), and custom development to meet specific business needs.
- Contact Center & Genesys: Extensive hands-on experience with Genesys Contact Center platforms (both Cloud and On-Premise). Proficiency in CTI, IVR systems, call routing strategies, screen pop functionalities, and managing the complete call lifecycle events. Experience utilizing Genesys APIs, webhooks, and middleware for seamless integration.
- Integration & Architecture: Solid experience with REST/SOAP APIs and middleware platforms, with MuleSoft experience being a strong preference. Comprehensive understanding of Salesforce data models, security frameworks, and performance optimization techniques. Proven ability to integrate voice, chat, email, and digital channels within the Salesforce ecosystem.
Keywords:
Artificial Intelligence, Information Technology, Georgia, Salesforce, Agentforce, Genesys, CTI, Service Cloud, Apex, LWC, AI, Voice Automation, Contact Center, Integration, SRMEA.
Special Requirements
Day 1 Onsite
Compensation & Location
Salary: $60 – $75 per year (Estimated)
Location: Alpharetta, GA
Recruiter / Company – Contact Information
Recruiter / Employer: HAN IT STAFFING
Email: krishnamohan@hanstaffing.com
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