Pre-Screening Questions
Q1: Do you have hands-on experience architecting, designing, and implementing telephony integrations between Salesforce using Open CTI and Genesys Cloud CX or Genesys Engage? Please describe the integration and your specific responsibilities.
Q2: Have you configured or architected Salesforce Omni-Channel routing in conjunction with Genesys? Do you have experience synchronizing agent availability/presence between Salesforce Service Cloud and Genesys?
Q3: Have you designed and developed reusable, enterprise-scale Salesforce frameworks using Lightning Web Components (LWC) and asynchronous Apex technologies such as Batch Apex and Queueable Apex?
Q4: Have you integrated Genesys IVR workflows with Salesforce Service Cloud to support capabilities such as Screen Pop, Automatic Call Distribution (ACD), customer identification, and interaction-history logging?
Note
Key Technical Competencies- The successful candidate should have strong hands-on expertise in the following areas:
Salesforce: Salesforce Architecture, Service Cloud, Sales Cloud, Experience Cloud, Financial Services Cloud, Apex, LWC, Visualforce, SOQL, SOSL, Flows, Approval Processes, Validation Rules, Platform Events, Batch Apex, Queueable Apex, Future Methods, Scheduled Jobs, Salesforce Security, Data Modeling, Sharing Architecture, Governor Limits, DevOps and CI/CD. Genesys: Genesys Cloud CX, Genesys Engage, Open CTI, CTI integrations, IVR, ACD, Skill-Based Routing, Intelligent Call Routing, Agent Presence, Screen Pop, Click-to-Dial, Call Logging, Interaction History, Call Recording, and omnichannel contact-center integrations.
Architecture & Integration: Enterprise CRM Architecture, HLD/LLD, Enterprise Integrations, Application Modernization, Technical Governance, Security Architecture, Performance Optimization, Contact Center Transformation, and API/integration design.Preference: Candidates with prior Genesys experience highly preferred
Position Overview
We are looking for a highly experienced Salesforce Technical Architect with strong expertise in Salesforce Service Cloud and Genesys Cloud CX to support an enterprise CRM and contact-center transformation initiative. The successful candidate will be responsible for defining Salesforce architecture, developing enterprise-grade solutions, and designing integrations between Salesforce and Genesys Cloud CX. This role requires a combination of hands-on Salesforce development expertise, enterprise architecture experience, integration knowledge, and the ability to work closely with business and technical stakeholders. The ideal candidate will have extensive experience with Salesforce architecture, Apex, Lightning Web Components (LWC), enterprise integrations, DevOps, Service Cloud, and modern contact-center technologies, with a proven ability to design scalable and secure CRM platforms.
Required Experience & Qualifications:
10+ years of professional experience working with the Salesforce platform. Minimum 3 years of experience in a Salesforce Architecture or Technical Architect capacity. Hands-on experience integrating Salesforce with Genesys Cloud CX or Genesys Engage. Strong background implementing and architecting Salesforce Service Cloud solutions. Experience designing and delivering large-scale, enterprise CRM platforms. Strong understanding of Salesforce security, data architecture, integrations, and performance optimization. Excellent communication, presentation, stakeholder engagement, and technical leadership skills. Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. Experience working with enterprise application modernization and contact-center transformation initiatives. Previous experience with Genesys is highly desirable.
Core Responsibilities:
Salesforce Solution Architecture Define end-to-end Salesforce architecture based on business, technical, security, and scalability requirements. Design solutions across Sales Cloud, Service Cloud, Experience Cloud, and Financial Services Cloud. Establish architectural standards, technical governance, and Salesforce development best practices. Lead architecture workshops, design reviews, and technical governance sessions. Produce and maintain High-Level Design (HLD) and Low-Level Design (LLD) documentation. Conduct application architecture, code, security, and integration reviews. Identify opportunities to modernize existing Salesforce implementations and enterprise applications. Ensure solutions are scalable, maintainable, secure, and aligned with enterprise architecture standards.
Disclaimer: i-Link Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.
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