Salesforce Architect – Genesys Cloud CX

Role Summary:

• Experienced Salesforce Technical Architect with deep expertise in Service Cloud, Genesys Cloud CX, and enterprise CRM transformation.
• Responsible for designing scalable Salesforce solutions and integrating with Genesys Cloud Contact Center.

Key Responsibilities:

• Define end-to-end application architecture across Sales Cloud, Service Cloud, Experience Cloud, and Financial Services Cloud.
• Design and develop solutions using Apex, Lightning Web Components, Visualforce, SOQL, and SOSL.
• Lead architecture reviews, technical governance, and security assessments.

Required Qualifications:

• 10+ years of Salesforce platform experience and 3+ years of Salesforce Architecture experience.
• Hands-on experience with Genesys Cloud CX or Genesys Engage integrations.
• Strong expertise in Salesforce Service Cloud implementations.

Genesys Cloud CX Integration:

• Lead Salesforce integration with Genesys Cloud CX / Genesys Engage using Open CTI.
• Implement Screen Pop, Click-to-Dial, ACD, Skill-Based Routing, and Agent Presence Synchronization.
• Configure Omni-Channel routing and integrate IVR workflows with Salesforce Service Cloud.