Senior Salesforce DeveloperManager

Senior Software Developer / Manager

Systems Integration Inc. (SII) is a leading provider of customer experience cloud-based services and managed IT solutions. We are seeking a Senior Software Developer / Manager to support a government-contracted contact center by leading the design development and maintenance of Salesforce solutions. This role ensures the platform is stable secure and optimized for daily operations including case management reporting workflow automation and integrations. The Senior Software Developer / Manager provides technical leadership oversees development standards and collaborates with program and operations teams to support mission-critical customer service functions.

Key Responsibilities:

• Lead the design development configuration implementation and optimization of Salesforce Service Cloud and Salesforce Agentforce solutions.
• Manage the full systems development lifecycle including requirements analysis solution design development testing documentation release management and continuous improvement.
• Develop and maintain Salesforce capabilities using Apex Lightning Web Components Salesforce Flow SOQL/SOSL APIs integrations automation dashboards and reporting tools.
• Configure and support Agentforce features including AI-enabled knowledge recommendations automated responses predictive insights routing workflow automation and agent productivity tools.
• Align Salesforce solutions with contact center workflows SOPs IVR/call-flow processes queues scripts escalation paths reporting requirements and customer service performance goals.
• Support integrations across Salesforce Agentforce Genesys BOX VETS-4212 secure file transfer reporting dashboard and financial systems as applicable.
• Analyze recommend integrate and maintain tools platforms and technical components that support automated contact center operations.
• Troubleshoot production issues manage enhancements and upgrades support feature rollouts and provide technical leadership for issue resolution.
• Oversee code reviews configuration reviews testing cycles version control release readiness documentation and development best practices.
• Create and maintain reports and dashboards tracking case volume resolution time agent productivity service levels call/email/chat performance and operational effectiveness.
• Collaborate with program leadership operations workforce/reporting quality assurance training content security technical support and federal stakeholders.
• Support secure operations data protection access control auditability security documentation vulnerability remediation and applicable FISMA/NIST Moderate and FedRAMP Moderate-aligned requirements.

Qualifications:

• Active Salesforce Platform Developer II certification.
• Active Salesforce Agentforce Certification.
• 5 years of Salesforce development experience including Apex LWC SOQL/SOSL Salesforce Flow APIs and integrations.
• Hands-on experience with Salesforce Agentforce or AI-enabled Salesforce service automation.
• Experience supporting Salesforce environments for contact centers government programs regulated environments or multi-cloud implementations.
• Strong knowledge of case management knowledge management customer service workflows routing escalation dashboards reporting and automation.
• Experience with DevOps release management testing UAT configuration management production support and tools such as Git Copado Gearset or Azure DevOps.
• Bachelors degree in Computer Science Information Systems Software Engineering Business Administration or a related field; equivalent experience may be considered if contractually acceptable.
• Preferred experience with Genesys omnichannel routing IVR/call-flow workflows BOX secure file transfer VETS-4212 workflows secure reporting or federal contact center technology.
• Preferred knowledge of NIST SP 800-18 NIST SP 800-53 FISMA FedRAMP Moderate security documentation security control evidence secure APIs data governance and system performance monitoring.
• Additional Salesforce certifications preferred including Application Architect System Architect Integration Architect Administrator Service Cloud Consultant Platform App Builder or AI Associate.
• Must be able to pass a federal background check.

Required Experience:

Manager