Senior Salesforce Developer; Agent force

Role:
Senior Salesforce Developer (Agent force)
Location:
Alpharetta, GA
Contract Role

Job requirements
Role Summary
Salesforce Developer (Apex, LWC, Visualforce, CTI integrations, Service Cloud) with Agent force exp is must.
We are seeking a Salesforce professional with strong Agent force Voice deployment experience, deep Genesys Contact Center integration background, and hands-on expertise in Salesforce Service Cloud and SRMEA to lead AI-driven contact center transformations.
This role will design, deploy, and optimize AI-powered voice and service experiences, integrating Salesforce Agentforce with Genesys to improve customer engagement, reduce agent effort, and drive operational efficiency.

Key Responsibilities

• Lead Salesforce Agentforce Voice design and deployment for contact center use cases
• Architect and implement Salesforce–Genesys CTI integrations (voice, chat, IVR, routing)
• Configure and optimize Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge, Entitlements)
• Implement SRMEA capabilities including service request management, escalation, and resolution workflows
• Enable AI-driven voice features: call transcription, intent detection, summarization, next-best action
• Design intelligent agent assist and supervisor dashboards using Salesforce and analytics tools
• Integrate downstream systems (CRM, ERP, billing, knowledge, middleware)
• Lead solution design, data flows, security, and compliance for regulated and non-regulated environments
• Collaborate with business, IT, and contact center stakeholders during discovery, build, UAT, and rollout
• Support production stabilization, optimization, and continuous improvement initiatives

• 8+ years of Salesforce experience with Service Cloud
• Proven Agentforce Voice or AI-powered voice automation deployment experience
• Strong knowledge of Omni-Channel, Einstein AI, flows, Apex, and integrations
• Experience implementing SRMEA or enterprise service management patterns
• Apex, LWC, Customization
• Contact Center & Genesys
• Hands-on experience with Genesys Contact Center (Cloud or On-Prem)
• Expertise in CTI, IVR, call routing, screen pops, and call lifecycle events
• Integration experience using Genesys APIs, webhooks, and middleware
• Integration & Architecture
• Experience with REST/SOAP APIs, middleware (Mule Soft preferred)
• Strong understanding of data models, security, and performance optimization
• Experience integrating voice, chat, email, and digital channels into Salesforce