- Company Name
- Codebase Inc
- Job Title
- Senior Salesforce Developer
- Job Description
-
**Job Title:** Senior Salesforce Developer
**Role Summary:**
Lead the design, deployment, and optimization of AI‑driven contact‑center solutions using Salesforce Agentforce Voice and Genesys integration. Drive end‑to‑end implementation of Service Cloud, SRMEA, and intelligent voice features to enhance customer engagement, reduce agent effort, and improve operational efficiency.
**Expactations:**
- Deliver full lifecycle (design, build, test, rollout) of Agentforce Voice and Genesys CTI solutions.
- Ensure solutions meet security, compliance, and performance standards for regulated and non‑regulated environments.
- Collaborate with business, IT, and contact‑center stakeholders throughout discovery, UAT, and production support.
- Provide ongoing stabilization, optimization, and continuous improvement of deployed services.
**Key Responsibilities:**
- Architect and implement Salesforce‑Genesys integrations (voice, chat, IVR, routing).
- Configure Service Cloud (Case Management, Omni‑Channel, Knowledge, Entitlements).
- Implement SRMEA workflows for service requests, escalations, and resolutions.
- Enable AI features: call transcription, intent detection, summarization, next‑best‑action.
- Build intelligent agent‑assist and supervisor dashboards using Salesforce and analytics tools.
- Integrate downstream systems (CRM, ERP, billing, knowledge bases, middleware).
- Lead solution design, data flow mapping, security, and compliance documentation.
- Support production stabilization, performance tuning, and post‑go‑live enhancements.
**Required Skills:**
- 10+ years Salesforce development, with deep Service Cloud expertise.
- Proven deployment of Agentforce Voice or comparable AI‑powered voice automation.
- Strong knowledge of Omni‑Channel, Einstein AI, Flows, Apex, LWC, and custom development.
- Hands‑on experience with Genesys Contact Center (cloud or on‑prem) and CTI/IVR integrations.
- Proficiency with Genesys APIs, webhooks, and middleware (MuleSoft preferred).
- Expertise in REST/SOAP API integration, data modeling, security, and performance optimization.
- Experience implementing SRMEA or enterprise service management patterns.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
- Salesforce Platform Developer I/II and Service Cloud Consultant certifications preferred.
- Genesys certification or proven Genesys implementation experience preferred.
Alpharetta, United states
On site
Senior
20-01-2026