Salesforce Technical Architect – Genesys Cloud CX

Salesforce Service Cloud | Genesys Cloud CX | Genesys Engage | CTI Integration | Enterprise Architecture

Location: Remote – USA
Employment Type: Contract
Duration: 12+ Months
Experience: 10+ Years
Industry: Enterprise Technology / Customer Experience / Contact Center Solutions

CRITICAL MUST-HAVE EXPERIENCE

We are seeking a Senior Salesforce Technical Architect with proven experience designing and delivering enterprise Salesforce Service Cloud implementations integrated with Genesys Cloud CX or Genesys Engage.

This is an architecture and integration leadership position, NOT a standard Salesforce Developer or Administrator role.

Candidates must demonstrate:

• Salesforce Architecture: Enterprise Salesforce architecture and Service Cloud implementation experience.

• Genesys Integration: Hands-on integration experience with Genesys Cloud CX or Genesys Engage.

• CTI & Contact Center: Open CTI, IVR, ACD, skill-based routing, agent presence, screen pop, and interaction history.

• Salesforce Development: Strong Apex, Lightning Web Components (LWC), SOQL/SOSL, and platform integration experience.

• Enterprise Integration: API architecture, system integration, Platform Events, asynchronous processing, and integration design.

• Technical Leadership: Architecture governance, HLD/LLD, stakeholder management, and enterprise transformation initiatives.

Candidates with direct experience architecting Salesforce–Genesys integrations and leading contact center transformation projects will receive priority consideration.

PROJECT OVERVIEW

We are looking for an experienced Salesforce Technical Architect to lead enterprise CRM architecture and integration initiatives involving Salesforce Service Cloud and Genesys Cloud CX.

The selected architect will be responsible for designing scalable CRM and contact center integration solutions, defining technical architecture, overseeing implementation, and ensuring seamless communication between Salesforce and Genesys platforms.

This role requires a combination of deep Salesforce architecture expertise, hands-on development knowledge, contact center integration experience, and the ability to translate business requirements into enterprise technical solutions.

The ideal candidate will have personally designed and delivered Salesforce integrations with Genesys Cloud CX or Genesys Engage, rather than simply supporting an existing implementation.

KEY RESPONSIBILITIES

1. Salesforce Enterprise Architecture

• Design and lead enterprise Salesforce Service Cloud architecture.

• Define scalable application architecture, integration patterns, and technical standards.

• Establish architecture guidelines, security standards, and development best practices.

• Lead technical design reviews and architecture governance.

2. Genesys Cloud CX & CTI Integration

• Design and oversee integrations between Salesforce Service Cloud and Genesys Cloud CX or Genesys Engage.

• Architect CTI integrations using Open CTI and related integration capabilities.

• Support contact center functionality, including IVR, ACD, skill-based routing, agent presence, screen pops, interaction history, and call logging.

• Define integration approaches for call recording, omnichannel engagement, and contact center workflows.

3. Salesforce Development & Customization

• Provide technical direction for Apex development and Lightning Web Components (LWC).

• Design and implement scalable Salesforce solutions.

• Utilize SOQL/SOSL, Platform Events, Batch Apex, and Queueable Apex.

• Ensure maintainable, secure, and high-performing Salesforce applications.

4. API & Enterprise System Integration

• Design REST-based APIs and enterprise integration architectures.

• Define data exchange and communication patterns between Salesforce, Genesys, and external systems.

• Establish integration standards, error handling, and performance considerations.

• Oversee integration development and technical implementation.

5. Salesforce Security & Data Architecture

• Define Salesforce security architecture and access control standards.

• Design scalable data models and enterprise data architecture.

• Ensure appropriate data protection, sharing, and integration security.

• Evaluate technical solutions for scalability, reliability, and maintainability.

6. Architecture Documentation & Governance

• Prepare High-Level Design (HLD) and Low-Level Design (LLD) documentation.

• Lead architecture discussions and technical design sessions.

• Establish technical governance and implementation standards.

• Evaluate solutions against enterprise architecture requirements.

7. Stakeholder & Technical Leadership

• Work closely with business stakeholders, Salesforce developers, Genesys engineers, and enterprise architecture teams.

• Translate business and contact center requirements into technical solutions.

• Provide technical leadership throughout implementation and modernization initiatives.

• Guide development teams and oversee integration delivery.

REQUIRED QUALIFICATIONS

• 10+ years of Salesforce experience.

• Minimum 3 years working as a Salesforce Architect or Technical Architect.

• Strong hands-on Salesforce Service Cloud architecture and implementation experience.

• Direct integration experience with Genesys Cloud CX or Genesys Engage.

• Experience designing CRM, CTI, and contact center integrations.

• Strong Apex and Lightning Web Components (LWC) experience.

• Experience with SOQL/SOSL, Platform Events, Batch Apex, and Queueable Apex.

• Strong understanding of Salesforce security architecture and data modeling.

• Experience designing APIs and enterprise system integrations.

• Experience with Open CTI and contact center technologies.

• Understanding of IVR, ACD, skill-based routing, agent presence, screen pop, interaction history, and omnichannel workflows.

• Experience preparing HLD/LLD and leading technical architecture discussions.

• Ability to work with technical and business stakeholders across enterprise implementation projects.

TECHNICAL SKILLS

Salesforce Platform

• Salesforce Service Cloud

• Salesforce Enterprise Architecture

• Apex

• Lightning Web Components (LWC)

• SOQL / SOSL

• Platform Events

• Batch Apex / Queueable Apex

• Salesforce Security

• Salesforce Data Architecture

Genesys & Contact Center

• Genesys Cloud CX

• Genesys Engage

• Open CTI

• CTI Integration

• IVR

• Automatic Call Distribution (ACD)

• Skill-Based Routing

• Agent Presence

• Screen Pop

• Interaction History

• Call Logging

• Call Recording

• Omnichannel

Enterprise Architecture & Integration

• Enterprise CRM Architecture

• REST APIs

• System Integration

• API Architecture

• HLD / LLD

• Application Modernization

• Contact Center Transformation

• Technical Governance

IDEAL CANDIDATE PROFILE

The strongest candidates will demonstrate a clear career progression such as:

Salesforce Developer → Senior Salesforce Developer → Salesforce Technical Lead → Salesforce Architect / Technical Architect.

They should have:

• Strong enterprise Salesforce Service Cloud architecture experience.

• Direct Genesys Cloud CX or Genesys Engage integration delivery experience.

• Personally designed CRM and contact center integration architecture.

• Strong technical knowledge of Apex, LWC, APIs, and Salesforce platform architecture.

• Experience leading enterprise contact center transformation initiatives.

• The ability to lead architecture decisions and guide implementation teams.

IMPORTANT: Candidates whose experience is limited to Salesforce administration, configuration, or standard development without enterprise architecture and Genesys/contact center integration experience will not be a suitable match.

Priority will be given to candidates with direct Salesforce + Genesys Cloud CX/Genesys Engage + Contact Center Transformation experience.