Salesforce Development Lead CTI

Position: Salesforce Development Lead CTI

Location: New York City, NY

Duration: Contract

Job Description:

Job Summary:

• The Salesforce Development Lead CTI serves as both a solution lead and a hands-on developer for the CTI work stream within the NYL Salesforce Agent force program
• This position is responsible for end-to-end technical design development and delivery of telephony integrations for Salesforce Service Cloud and Agentforce while providing leadership across solution architecture and team coordination

Key Responsibilities:

Solution Leadership:

• Own the CTI solution direction within Salesforce Service CloudAgentforce ensuring alignment with program objectives and nonfunctional requirements
• Conduct design reviews validate architecture artifacts and drive decisions on build versus configuration
• Collaborate with stakeholders to define scope success metrics and ensure traceability from requirements to production readiness

Technical Delivery CTI Focus:

• Design and implement Salesforce CTI capabilities including Open CTI Lightning Telephony softphone configuration screen pop click to dial call logging and omni channel routing
• Integrate Salesforce with telephony platforms such as Genesys, NICE in Contact, Amazon Connect and Twilio using SIP Web RTC and REST event driven APIs
• Develop components using Apex Lightning Web Components LWC SOQLSOSL and platform events for real time call handling

DevOps and Compliance:

• Enforce secure coding standards and compliance with Financial Services regulations
• Implement CICD pipelines static code analysis and automated testing frameworks
• Ensure audit readiness and adherence to deployment gates

Team Leadership and Governance:

• Lead and mentor a blended team of onshore and offshore developers and testers
• Drive sprint planning backlog management and release readiness
• Report progress risks and mitigation plans to program leadership

Required Qualifications:

• 8 to 12 years of experience in Salesforce delivery with 4 to 6 years focused on CTI for Service CloudAgentforce
• Expertise in Apex LWC Omni Channel Open CTI and telephony integrations with Genesys, NICE, Amazon Connect, Twilio
• Strong understanding of security performance and compliance requirements in Financial Services
• Salesforce certifications Platform Developer III Service Cloud Consultant preferred

Preferred Skills:

• Familiarity with Agentforce MIAW and Chabot assist patterns
• Experience with analytics integration e.g. Tableau dashboards
• Knowledge of DevOps tools and secure SDLC practices