Salesforce Service Cloud Tech Lead

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description

The Salesforce Development Lead (CTI) serves as both a solution lead and a hands-on developer for the CTI workstream within the NYL Salesforce & Agentforce program. This position is responsible for end-to-end technical design development and delivery of telephony integrations for Salesforce Service Cloud and Agentforce while providing leadership across solution architecture and team coordination.

Key Responsibilities
Solution Leadership

Own the CTI solution direction within Salesforce (Service Cloud/Agentforce) ensuring alignment with program objectives and non-functional requirements.
Conduct design reviews validate architecture artifacts and drive decisions on build versus configuration.
Collaborate with stakeholders to define scope success metrics and ensure traceability from requirements to production readiness.

Technical Delivery (CTI Focus)

Design and implement Salesforce CTI capabilities including Open CTI/Lightning Telephony softphone configuration screen-pop click-to-dial call logging and omni-channel routing.
Integrate Salesforce with telephony platforms such as Genesys NICE/inContact Amazon Connect and Twilio using SIP/WebRTC and REST/event-driven APIs.
Develop components using Apex Lightning Web Components (LWC) SOQL/SOSL and platform events for real-time call handling.

DevOps and Compliance

Enforce secure coding standards and compliance with Financial Services regulations.
Implement CI/CD pipelines static code analysis and automated testing frameworks.
Ensure audit readiness and adherence to deployment gates.

Team Leadership and Governance

Lead and mentor a blended team of onshore and offshore developers and testers.
Drive sprint planning backlog management and release readiness.
Report progress risks and mitigation plans to program leadership.

Required Qualifications

8 12 years of experience in Salesforce delivery with 4 6 years focused on CTI for Service Cloud/Agentforce.
Expertise in Apex LWC Omni-Channel Open CTI and telephony integrations with Genesys/NICE/Amazon Connect/Twilio.
Strong understanding of security performance and compliance requirements in Financial Services.
Salesforce certifications: Platform Developer I/II; Service Cloud Consultant preferred.

Preferred Skills

Familiarity with Agentforce MIAW and chatbot assist patterns.
Experience with analytics integration (e.g. Tableau dashboards).
Knowledge of DevOps tools and secure SDLC practices.

Job Description The Salesforce Development Lead (CTI) serves as both a solution lead and a hands-on developer for the CTI workstream within the NYL Salesforce & Agentforce program. This position is responsible for end-to-end technical design development and delivery of telephony integrations for Sal...