Must Have Technical/Functional Skills
5+ years of hands-on experience as a Salesforce Developer
Strong expertise in Salesforce Service Cloud, Omni-Channel, and Lightning (LWC)
Hands-on experience integrating Genesys (CTI / Cloud CX) with Salesforce
Proficiency in Apex, SOQL, Triggers, REST/SOAP APIs, and Salesforce security model
Experience with call center workflows: voice, chat, email, and digital channels
Strong problem-solving skills with experience in production support and incident resolution
Ability to work independently and collaborate across onshore and offshore teams
Nice to Have:
Experience in Financial Services Cloud or BFSI domain (Lending / Mortgage preferred)
Knowledge of Salesforce DevOps tools (Copado, Gearset, Jenkins, etc.) Experience working with CMS, chatbots, or AI-assisted service features Salesforce certifications (Platform Developer I/II, Service Cloud Consultant)
Roles & Responsibilities
Design, develop, and implement Salesforce solutions using Service Cloud, Experience Cloud, and Omni-Channel capabilities
Integrate Genesys Contact Center with Salesforce CTI for voice, chat, and digital interactions
Configure and customize Omni-Channel routing, agents, queues, skills-based routing, and service consoles
Develop Apex classes, triggers, Lightning Web Components (LWC), and Aura components as required
Implement and support Salesforce CTI, APIs, and real-time integrations with Genesys and other enterprise systems
Collaborate with Business Analysts and UX teams to deliver intuitive, member-facing solutions
Support production issues, provide root cause analysis, and implement sustainable fixes
Ensure solutions adhere to Salesforce best practices, security guidelines, and performance standards
Participate in code reviews, deployments, and CI/CD processes