Salesforce & Agentforce Development Lead - New York / Hybrid

Role Name: Salesforce & Agentforce Development Lead
Location: New York / Hybrid
Client: Financial client

JOB DESCRIPTION:

Engagement NYL Salesforce Agentforce Program
The Salesforce Development Lead CTI serves as both a solution lead and a handson developer for the CTI workstream within the NYL Salesforce Agentforce program This position is responsible for endtoend 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 screenpop clicktodial call logging and omnichannel routing
Integrate Salesforce with telephony platforms such as Genesys NICEinContact Amazon Connect and Twilio using SIPWebRTC and RESTeventdriven APIs
Develop components using Apex Lightning Web Components LWC SOQLSOSL and platform events for realtime 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 OmniChannel Open CTI and telephony integrations with GenesysNICEAmazon ConnectTwilio
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 chatbot assist patterns
Experience with analytics integration eg Tableau dashboards
Knowledge of DevOps tools and secure SDLC practices