Sr. Salesforce Engineer- Service Cloud (Customer Support)

About the role :

As a Senior Salesforce Engineer – Service Cloud (Customer Support) , you will play a critical role in designing, developing, and maintaining scalable Salesforce solutions that empower our customer support and contact center operations. You’ll collaborate with cross-functional teams to deliver innovative solutions, integrate advanced technologies, and optimize customer and agent experiences.

What you'll do :

• Design and develop comprehensive solutions on Salesforce (and integrated applications) to support contact center operations, including agent productivity, customer interactions, and workforce management.
• Interpret system and business requirements to create detailed technical specifications and design documents, adhering to SDLC, with a focus on integrating with telephony and workforce management platforms.
• Build and maintain seamless integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc), ensuring accurate and efficient data flow and real-time operational insights.
• Develop and implement automated workflows and processes to optimize contact center operations, such as call routing, agent scheduling, performance monitoring, and quality assurance.
• Utilize AI / ML models to predict customer behavior, optimize resource allocation, and improve performance (e.g., predictive routing, agent skill-based routing, forecasting).
• Enhance existing processes through innovative technical solutions, driving improved customer experience, increased agent efficiency, and reduced operational costs.
• Collaborate closely with contact center managers, agents, engineers, and business stakeholders throughout all project phases, from design and development to testing and deployment.
• Provide ongoing support and maintenance for the Salesforce instance and integrated technologies, ensuring optimal performance and addressing evolving requirements.
• Ensure data quality and integrity across all systems and the Salesforce platform, providing valuable insights into customer interactions and agent performance.
• Maintain a flexible and proactive approach to adapt to changing project requirements and effectively contribute to the team's success.
• Leverage AI technologies like conversational AI, machine learning, and natural language processing to enhance customer interactions and improve agent efficiency (e.g., chatbots, sentiment analysis, AI-powered routing).

What you'll bring :