Role
The Salesforce Service Desktop Developer will work on the organization’s agent desktop and telephony-integrated experience built on Salesforce. This role supports multiple high-priority initiatives, including fraud and voice authentication, telephony platform upgrades, and AI-assisted agent workflows. The primary focus will be the Service Desktop and interaction / CRM assistant capabilities, with the ability to contribute to fraud and telephony workflows as delivery priorities shift.
Mandatory Skills & Experience
Hands-on development experience with Salesforce Service Cloud
Strong experience with Apex and Lightning Web Components (LWC)
Experience building Salesforce solutions that integrate with telephony / CTI platforms
Experience working on agent desktop or service console–based Salesforce applications
Experience building or modifying backend workflows triggered by telephony or external systems
Ability to work in a highly integrated environment where Salesforce is connected to multiple external systems
Optional / nice-to-have skills
Experience integrating fraud, identity, or voice-authentication platforms (for example Pindrop)
Experience with NICE inContact or similar contact-center platforms
Experience implementing AI-assisted agent workflows or call-summary features (for example Cresta)
Experience building interaction assistant or CRM assistant features for agents
Experience integrating scheduling or meeting platforms such as Microsoft Teams or Zoom and writing results back to Salesforce
Experience working in brownfield environments while teams transition to a new (greenfield / FSC) platform
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