Salesforce Service Cloud Tech Lead

The Salesforce Development Lead (CTI) serves as both a solution lead and a hands-on developer for the CTI workstream within the NYL Salesforce & Agentforce 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 Cloud/Agentforce), ensuring alignment with program objectives and non-functional 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/inContact, Amazon Connect, and Twilio using SIP/WebRTC and REST/event-driven APIs.
• Develop components using Apex, Lightning Web Components (LWC), SOQL/SOSL, and platform events for real-time call handling.

DevOps and Compliance

• Enforce secure coding standards and compliance with Financial Services regulations.
  Implement CI/CD 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

• 8–12 years of experience in Salesforce delivery, with 4–6 years focused on CTI for Service Cloud/Agentforce.
• 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 I/II; Service Cloud Consultant preferred.
  

Preferred Skills

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