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Job Summary

Sr. Salesforce Developer

Divergent Talent

Contract

In-Office | Alpharetta, GA, United States

Role Summary

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