Required Qualifications
- 10+ years of Salesforce platform experience.
- 3+ years of Salesforce Architecture experience.
- Hands-on experience with Genesys Cloud CX or Genesys Engage integrations.
- Strong expertise in Salesforce Service Cloud implementations.
- Experience designing enterprise-scale CRM solutions.
- Excellent communication and stakeholder management skills.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
Key Responsibilities
Salesforce Architecture
Design scalable Salesforce enterprise solutions aligned with business objectives.
Define end-to-end application architecture across Sales Cloud, Service Cloud, Experience Cloud, and Financial Services Cloud.
Lead architecture reviews and technical governance.
Create High-Level Design (HLD) and Low-Level Design (LLD) documentation.
Establish Salesforce development standards and best practices.
Perform architecture reviews, code reviews, and security assessments.
Drive enterprise application modernization initiatives.
Salesforce Development
Design and develop solutions using Apex, Lightning Web Components (LWC), Visualforce, SOQL, and SOSL.
Develop scalable Batch Apex, Queueable Apex, Future Methods, and Scheduled Jobs.
Build reusable Lightning Components and enterprise frameworks.
Implement complex business logic using Flows, Approval Processes, Validation Rules, and Platform Events.
Optimize application performance while adhering to Salesforce governor limits.
Design secure Salesforce data models and sharing architectures.
Genesys Cloud CX Integration
Lead Salesforce integration with Genesys Cloud CX / Genesys Engage.
Design CTI integrations using Salesforce Open CTI.
Implement Screen Pop and Click-to-Dial functionalities.
Configure Automatic Call Distribution (ACD), Skill-Based Routing, and Intelligent Call Routing.
Implement Agent Presence Synchronization.
Integrate Call Logging, Interaction History, and Call Recording.
Configure Omni-Channel routing between Salesforce and Genesys.
Design omnichannel customer engagement solutions for voice, chat, email, SMS, and messaging channels.
Integrate IVR workflows with Salesforce Service Cloud.
Preferred Qualifications
- Previous experience working with Genesys.
- Experience in enterprise contact center modernization.
- Strong experience in Salesforce DevOps and enterprise integrations.
- Ability to mentor development teams and lead technical architecture discussions.