Technical Lead: Salesforce ServiceCloud & Genesys Contact Center

Position Overview:
We are seeking an experienced Technical Lead with deep expertise in Salesforce Service Cloud to design and implement advanced customer service solutions. This role requires a strong background in Salesforce customization and integration, combined with proficiency in deploying Genesys Contact Center technologies.


Key Responsibilities

  1. Salesforce Service Cloud Ownership

    • Architect and implement Salesforce Service Cloud solutions, leveraging Apex, Lightning Web Components (LWC), Flows, and other Salesforce tools.

    • Customize and enhance the Salesforce Service Console for omnichannel customer interactions.

    • Develop and optimize case management, knowledge bases, and automation workflows.

  2. Integration with Genesys Contact Center

    • Design and implement seamless integrations between Salesforce Service Cloud and Genesys Contact Center platforms (Genesys Cloud CX, Genesys Engage).

    • Configure and manage CTI (Computer Telephony Integration) connectors for Salesforce.

    • Optimize real-time data exchange using APIs, middleware, and webhooks.

  3. Solution Design and Implementation

    • Participate in all stages of the project lifecycle: Business Requirements specification and analysis, Technical Design specification, Implementation and Integration of the solution, Test Plan development, and Testing. 

    • Lead the design of robust technical architectures integrating Salesforce and Genesys for omnichannel support.

    • Build scalable solutions for call routing, IVR, and chatbots integrated with Salesforce.

    • Drive best practices in system performance, security, and scalability.

  4. Testing, Optimization, and Support

    • Perform testing, troubleshooting, and performance tuning of integrated systems.

    • Provide technical expertise in resolving escalated issues related to Salesforce or Genesys.

  5. Documentation and Training

    • Develop comprehensive documentation for solution designs, configurations, and workflows.

    • Conduct training sessions for team members and end-users.