Pre-Screening Questions
Q1: Do you have hands-on experience designing and implementing telephony integrations using Salesforce Open CTI with Genesys Cloud CX?
Q2: Have you successfully configured and aligned Omni-Channel routing and agent presence synchronization between Salesforce Service Cloud and Genesys?
Q3: Do you have direct experience developing custom, scalable enterprise frameworks using Lightning Web Components (LWC) and asynchronous Apex (Batch/Queueable) within Salesforce?
Q4: Have you integrated Genesys IVR workflows with Salesforce Service Cloud to automate features like Screen Pop, Automatic Call Distribution (ACD), and interaction history logging?
Job Details
• 10+ years of Salesforce platform experience. • 3+ years of Salesforce Architecture experience. • Hands-on experience with Genesys Cloud CX or Genesys Engage integrations. • Strong expertise in Salesforce Service Cloud implementations. • Experience designing enterprise-scale CRM solutions. • Excellent communication and stakeholder management skills. • Bachelor''s degree in Computer Science, Information Technology, or related field.
Job Summary: We are seeking an experienced Salesforce Technical Architect with deep expertise in Salesforce Service Cloud, Genesys Cloud CX, and enterprise CRM transformation. The ideal candidate will be responsible for designing scalable Salesforce solutions, integrating Salesforce with Genesys Cloud Contact Center, leading architecture discussions, mentoring development teams, and delivering enterprise-grade customer service platforms. The candidate should possess extensive experience in Salesforce architecture, Apex development, Lightning Web Components, enterprise integrations, DevOps, and contact center modernization initiatives. Key Responsibilities:
Salesforce Architecture: • Design scalable Salesforce enterprise solutions aligned with business objectives. • Define end-to-end application architecture across Sales Cloud, Service Cloud, Experience Cloud, and Financial Services Cloud. • Lead architecture reviews and technical governance. • Create High-Level Design (HLD) and Low-Level Design (LLD) documentation. • Establish Salesforce development standards and best practices. • Perform architecture reviews, code reviews, and security assessments. • Drive enterprise application modernization initiatives.
Salesforce Development: • Design and develop solutions using Apex, Lightning Web Components (LWC), Visualforce, SOQL, and SOSL. • Develop scalable Batch Apex, Queueable Apex, Future Methods, and Scheduled Jobs. • Build reusable Lightning Components and enterprise frameworks. • Implement complex business logic using Flows, Approval Processes, Validation Rules, and Platform Events. • Optimize application performance while adhering to Salesforce governor limits. • Design secure Salesforce data models and sharing architectures.
Genesys Cloud CX Integration: • Lead Salesforce integration with Genesys Cloud CX / Genesys Engage. • Design CTI integrations using Salesforce Open CTI. • Implement: o Screen Pop o Click-to-Dial o Automatic Call Distribution (ACD) o Skill-Based Routing o Intelligent Call Routing o Agent Presence Synchronization o Call Logging o Interaction History o Call Recording Integration • Configure Omni-Channel routing between Salesforce and Genesys. • Design omnichannel customer engagement solutions for voice, chat, email, SMS, and messaging channels. • Integrate IVR workflows with Salesforce Service Cloud.
Note
Any Preferred Certifications: • Salesforce Certified Application Architect • Salesforce Certified System Architect • Salesforce Certified Technical Architect (CTA) • Salesforce Platform Developer I & II • Salesforce Administrator • Salesforce Service Cloud Consultant • Salesforce Integration Architect • MuleSoft Developer or Architect Certification • Genesys Cloud CX Certification (Preferred)
Disclaimer: i-Link Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.
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