We are seeking a Salesforce professional with strong Agentforce Voice deployment experience, deep Genesys Contact Center integration background, and hands-on expertise in Salesforce Service Cloud and SRMEA to lead AI-driven contact center transformations.
This role will design, deploy, and optimize AI-powered voice and service experiences, integrating Salesforce Agentforce with Genesys to improve customer engagement, reduce agent effort, and drive operational efficiency.
Key Responsibilities
- Lead Salesforce Agentforce Voice design and deployment for contact center use cases
- Architect and implement Salesforce–Genesys CTI integrations (voice, chat, IVR, routing)
- Configure and optimize Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge, Entitlements)
- Implement SRMEA capabilities including service request management, escalation, and resolution workflows
- Enable AI-driven voice features: call transcription, intent detection, summarization, next-best action
- Design intelligent agent assist and supervisor dashboards using Salesforce and analytics tools
- Integrate downstream systems (CRM, ERP, billing, knowledge, middleware)
- Lead solution design, data flows, security, and compliance for regulated and non-regulated environments
- Collaborate with business, IT, and contact center stakeholders during discovery, build, UAT, and rollout
- Support production stabilization, optimization, and continuous improvement initiatives
Required Skills & Experience
Salesforce & AI
- 8+ years of Salesforce experience with Service Cloud
- Proven Agentforce Voice or AI-powered voice automation deployment experience
- Strong knowledge of Omni-Channel, Einstein AI, flows, Apex, and integrations
- Experience implementing SRMEA or enterprise service management patterns
- Apex, LWC, Customization
Contact Center & Genesys
- Hands-on experience with Genesys Contact Center (Cloud or On-Prem)
- Expertise in CTI, IVR, call routing, screen pops, and call lifecycle events
- Integration experience using Genesys APIs, webhooks, and middleware
Integration & Architecture
- Experience with REST/SOAP APIs, middleware (MuleSoft preferred)
- Strong understanding of data models, security, and performance optimization
- Experience integrating voice, chat, email, and digital channels into Salesforce
Vy Systems.,