Must Have Technical/Functional Skills
· 5+ years of hands-on experience as a Salesforce Developer
· Strong expertise in Salesforce Service Cloud, Omni-Channel, and Lightning (LWC)
· Hands-on experience integrating Genesys (CTI / Cloud CX) with Salesforce
· Proficiency in Apex, SOQL, Triggers, REST/SOAP APIs, and Salesforce security model
· Experience with call center workflows: voice, chat, email, and digital channels
· Strong problem-solving skills with experience in production support and incident resolution
· Ability to work independently and collaborate across onshore and offshore teams
Nice to Have:
· Experience in Financial Services Cloud or BFSI domain (Lending / Mortgage preferred)
· Knowledge of Salesforce DevOps tools (Copado, Gearset, Jenkins, etc.) · Experience working with CMS, chatbots, or AI-assisted service features · Salesforce certifications (Platform Developer I/II, Service Cloud Consultant) ·
Roles & Responsibilities
· Design, develop, and implement Salesforce solutions using Service Cloud, Experience Cloud, and Omni-Channel capabilities
· Integrate Genesys Contact Center with Salesforce CTI for voice, chat, and digital interactions
· Configure and customize Omni-Channel routing, agents, queues, skills-based routing, and service consoles
· Develop Apex classes, triggers, Lightning Web Components (LWC), and Aura components as required
· Implement and support Salesforce CTI, APIs, and real-time integrations with Genesys and other enterprise systems
· Collaborate with Business Analysts and UX teams to deliver intuitive, member-facing solutions
· Support production issues, provide root cause analysis, and implement sustainable fixes
· Ensure solutions adhere to Salesforce best practices, security guidelines, and performance standards
· Participate in code reviews, deployments, and CI/CD processes
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