Salesforce And Agentforce Development Lead

• The Salesforce and Agentforce Development Lead will own the design, delivery, and governance of CTI solutions within Salesforce Service Cloud and Agentforce.
• This role provides technical leadership across solution architecture, Salesforce CTI integrations, DevOps practices, and team delivery while ensuring compliance with financial services standards.

Strategic Solution Leadership:

• Own the CTI solution direction within Salesforce Service Cloud and Agentforce, ensuring alignment with program objectives and non-functional requirements.
• Conduct design reviews, validate architecture artifacts, and guide decisions related to configuration versus custom development.
• Collaborate with stakeholders to define scope, success metrics, and ensure end-to-end traceability from requirements through production readiness.

• 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 using SIP, WebRTC, REST APIs, and event-driven architectures.
• Develop and enhance solutions using Apex, Lightning Web Components, SOQL, SOSL, and platform events to support real-time call handling and service workflows.

• Enforce secure coding standards and ensure compliance with financial services regulatory requirements.
• Implement CI/CD pipelines, static code analysis, and automated testing frameworks.
• Ensure audit readiness and adherence to deployment controls and governance standards.

• Lead and mentor a blended team of onshore and offshore developers and testers.
• Drive sprint planning, backlog refinement, release readiness, and delivery execution.
• Provide regular updates on progress, risks, and mitigation strategies to program leadership.

• Eight to twelve years of Salesforce delivery experience.
• Four to six years of hands-on experience implementing CTI solutions within Salesforce Service Cloud or Agentforce.
• Strong expertise in Apex, Lightning Web Components, Omni-Channel, Open CTI, and telephony integrations.
• Proven experience integrating Salesforce with enterprise telephony platforms.
• Strong understanding of security, performance, and compliance requirements within financial services environments.

• Experience working with Agentforce, messaging, in-app web, or chatbot-assisted service patterns.
• Experience integrating analytics and reporting solutions such as dashboards and reporting platforms.
• Familiarity with DevOps tools and secure software development lifecycle practices.

• Salesforce Service Cloud and Agentforce architecture.
• CTI and telephony integrations.
• Apex and Lightning Web Components development.
• CI/CD and automated testing.
• Agile delivery and team leadership.
• Security and regulatory compliance.

• Bachelor s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Salesforce certifications such as Platform Developer and Service Cloud Consultant are preferred.