Senior Platforms Engineer; Salesforce & Genesys

About the Role

As a Senior Platforms Engineer, you will take ownership of complex Salesforce and Genesys Cloud CX integrations that power enterprise customer engagement. You will work within Soft Serve’s Salesforce Practice, collaborating with architects, engineers, and clients to design scalable, secure CX solutions while shaping technical standards and mentoring the team.

• Lead the technical design and delivery of end-to-end integrations between Salesforce and Genesys Cloud CX, owning architecture decisions and ensuring scalability, security, and performance.
• Define and govern integration standards, patterns, and best practices across the CX Practice.
• Drive the configuration and optimization of CX Cloud embedded softphone, real-time data sync, and unified agent workspace within Salesforce Lightning.
• Architect and review Genesys Cloud Architect flows for inbound, outbound, chat, SMS, and digital messaging channels, and guide junior engineers through their implementation.
• Lead the implementation of AI‑driven external routing and predictive routing, leveraging Salesforce Einstein AI and Genesys Agent Copilot to deliver measurable improvements in agent efficiency and customer experience.
• Own the enablement of native digital channels (web messaging, SMS, Whats App) within Salesforce Omni‑Channel via Genesys, and oversee outbound campaign delivery from Salesforce Sales Cloud.
• Provide technical leadership in client discovery workshops, solution design sessions, and executive‑level presentations.
• Conduct code reviews, set quality standards, and mentor mid‑level and junior engineers within the team.
• Ensure compliance (PCI, HIPAA, GDPR) is designed in from the start across all integration touchpoints.

• 5+ years of Salesforce development experience (Apex, Lightning Web Components, Flow Builder, REST/SOAP APIs, SOQL), with a strong portfolio of complex production integrations.
• 3+ years of Genesys Cloud CX implementation or integration experience (Architect flows, Platform API, Conversations API, Routing API, OAuth, webhook/notification patterns).
• Demonstrated technical leadership on CX Cloud from Genesys and Salesforce projects, including architecture ownership and stakeholder management.
• Deep expertise in Salesforce integration patterns:
  Platform Events, Change Data Capture, External Services, Named Credentials, and Connected Apps.
• Strong command of Salesforce Einstein AI for Service Cloud and Genesys Agent Copilot, with experience delivering measurable AI‑driven outcomes in contact center environments.
• Salesforce Certified Platform Developer II or higher; additional certifications (Application Architect, System Architect) are a strong advantage.
• Genesys Cloud CX Certified Professional or Developer certification is a plus.
• Proven ability to mentor engineers, lead technical discussions, and translate complex requirements into clear, actionable solution designs.
• Excellent English communication skills (C1), with experience presenting to both technical teams and C‑level stakeholders.

Soft Serve is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with Soft Serve.