Overview
Skills
Job Details
About Forsys
Forsys, is an established forward thinking company providing cutting-edge products, solutions, services and technologies with a proven track record for maximizing performance and enabling business transformation resulting in customer satisfaction. Forsys Inc. has offices in the USA, UK and India.
We provide high-quality, customizable, service offerings in the areas of:
Software Product & Solutions
IT & Business Consulting Services
Enterprise Applications
Mobile App Development
Various other solutions across multiple industries including Hi-Tech, Retail, Manufacturing, Public Sector (Government), Financial, Education and Life Sciences.
- Lead end-to-end design and delivery of Salesforce Service Cloud solutions.
- Architect and implement CTI integrations with platforms such as Amazon Connect or other telephony solutions (screen pop, call routing, IVR, agent tools).
- Design and configure Omni-Channel routing, presence, and agent productivity tools.
- Provide hands-on Salesforce development (Apex, Lightning Web Components, Flows, APIs, Triggers).
- Translate business requirements into robust Service Cloud solutions leveraging declarative and programmatic capabilities.
- Manage complex configurations across Service Cloud features: Service Console, Case Management, Entitlements, Knowledge, and Macros.
- Act as the primary onshore lead, ensuring alignment between stakeholders, offshore teams, and technical delivery.
- Conduct solution design reviews, performance optimization, and best practice governance.
- Mentor and guide junior developers/admins, ensuring quality delivery from offshore teams.
- Own and resolve critical incidents/issues related to Service Cloud and integrated systems.
Requirements / Specifications
- 8+ years of Salesforce experience, with 5+ years dedicated to Service Cloud.
- Strong development expertise: Apex, LWC, Visualforce, Flows, Triggers, REST/SOAP APIs.
- Proven hands-on experience with CTI integrations (Amazon Connect preferred, or similar platforms).
- In-depth knowledge of Omni-Channel design and configuration for complex contact center environments. Mainly in the area of Email, Voice, Chat business life cycle, wrap- up, Transfer, routing rules, Inbound and Outbound calls.
- Strong understanding of Service Cloud features: Case Management, Service Console, Macros.
- Ability to lead onshore client-facing engagements and collaborate effectively with offshore teams.
- Strong troubleshooting, performance tuning, and problem-solving abilities.
- Excellent communication and leadership skills.
- Salesforce Certifications: Service Cloud Consultant, Platform Developer I/II.
- Experience with Amazon Connect and AWS services.
- Familiarity with Agile and Scrum methodologies, CI/CD pipelines, and DevOps practices.
- Experience in large-scale Service Cloud rollouts with global, distributed teams.
- Knowledge of Service Cloud analytics and reporting tools.
Regards,
Amar
Tel: +1 7 3 2 8 2 3 4 3 0 4
a m a r . b h u p a t h i @ f o r s y s i n c . c o m
Forsys Inc. is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.