Salesforce CTI Lead - NYC,NY (Hybrid)

Role Name: Salesforce CTI Lead

Location: NYC,NY (Hybrid)

Duration: 12 Months

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 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 CTILightning Telephony softphone configuration screenpop click to dial call logging and omnichannel routing
Integrate Salesforce with telephony platforms such as Genesys NICEinContact Amazon Connect and Twilio using SIPWebRTC and REST event driven 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

Best Regards,

Vishal

Truth Lies in  Heart