About the role :

As a Senior Salesforce Engineer Service Cloud (Customer Support), you will play a critical role in designing, developing, and maintaining scalable Salesforce solutions that empower our customer support and contact center operations.

Youll collaborate with cross-functional teams to deliver innovative solutions, integrate advanced technologies, and optimize customer and agent experiences.

What you'll do :

- Design and develop comprehensive solutions on Salesforce (and integrated applications) to support contact center operations, including agent productivity, customer interactions, and workforce management.

- Interpret system and business requirements to create detailed technical specifications and design documents, adhering to SDLC, with a focus on integrating with telephony and workforce management platforms.

- Build and maintain seamless integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc), ensuring accurate and efficient data flow and real-time operational insights.

- Develop and implement automated workflows and processes to optimize contact center operations, such as call routing, agent scheduling, performance monitoring, and quality assurance.

- Utilize AI/ML models to predict customer behavior, optimize resource allocation, and improve performance (e.g., predictive routing, agent skill-based routing, forecasting).

- Enhance existing processes through innovative technical solutions, driving improved customer experience, increased agent efficiency, and reduced operational costs.

- Collaborate closely with contact center managers, agents, engineers, and business stakeholders throughout all project phases, from design and development to testing and deployment.

- Provide ongoing support and maintenance for the Salesforce instance and integrated technologies, ensuring optimal performance and addressing evolving requirements.

- Ensure data quality and integrity across all systems and the Salesforce platform, providing valuable insights into customer interactions and agent performance.

- Maintain a flexible and proactive approach to adapt to changing project requirements and effectively contribute to the team's success.

- Leverage AI technologies like conversational AI, machine learning, and natural language processing to enhance customer interactions and improve agent efficiency (e.g., chatbots, sentiment analysis, AI-powered routing).

What you'll bring :

- BS/BA degree in Computer Science, Engineering, or a related field, or equivalent experience.

- Deep knowledge of Salesforce Service Cloud and Sales Cloud, with a strong focus on features supporting contact center operations (e.g., Service Console, CTI integration, Omni-Channel).

- 5+ years of hands-on Salesforce development experience using Apex, Lightning UI (Aura/LWC), REST/SOAP APIs, Visualforce, JavaScript, XML, JSON, HTML, CSS, and AJAX.

- Solid software design, coding, testing, maintenance, and debugging skills on the Salesforce CRM platform.

- Expertise in CI/CD tools like Autorabit, Github, Bitbucket, Jenkins, and ANT.

- Salesforce certifications (Platform Developer I/II required, Service Cloud Consultant preferred).

- Strong understanding of Managed Packages, OAUTH2, Caching, Future calls, outlook integration, open CTI and salesforce features.

- Experience designing and implementing integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc) using standard connectors or APIs.

- Proven ability to independently lead technical projects from conception to delivery, including solution design and implementation.

- Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and leadership.

- Experience with integrating Salesforce and contact center technologies with other applications (e.g., Gong, Calendly, ticketing systems like Zendesk or Freshdesk).

Required :

- Demonstrate a strong understanding of key contact center metrics (e.g., handle time, abandonment rate, customer satisfaction, first call resolution) and how to leverage Salesforce and other tools to track and improve these metrics.

Preferred :

- Experience with integrating AI/ML models into contact center solutions (e.g., routing automation, sentiment analysis, chatbots, speech-to-text, agent assist technologies).