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
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.
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.
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.
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.
Documentation and Training
Develop comprehensive documentation for solution designs, configurations, and workflows.
Conduct training sessions for team members and end-users.