Saleforce Technical Lead - Service Cloud Voice & Agentforce

We are looking for an experienced Salesforce Technical Lead with strong hands-on expertise in Salesforce Service Cloud, Service Cloud Voice/Open CTI, Agentforce AI, Experience Cloud (LWR), Apex, LWC, and REST API integrations.

You will lead the design and development of an AI-powered Salesforce Service Cloud platform integrated with Vonage CTI and Agentforce, enabling voice automation, intelligent case management, customer self-service, and enterprise knowledge search.

Experience: 8-10 Years
Locations: Bangalore | Pune | Noida | Chennai
Work Mode: Onsite
Employment Type: Full-Time

Key Responsibilities

• Lead the design, development, and implementation of Salesforce Service Cloud and Service Cloud Voice/Open CTI solutions.
• Integrate Salesforce with Vonage CTI for call handling, screen pops, IVR, transcription, supervisor monitoring, and Omni-Channel/skills-based routing.
• Develop and implement Agentforce AI / Agent Studio, including Voice AI Bots, automated case creation, account verification, incident capture, and AI-generated call summaries.
• Implement Salesforce AI capabilities such as Einstein Case Classification, Generative AI summaries, Reply Recommendations, Next Best Action, and SLA prediction.
• Design and develop Experience Cloud (LWR) customer portals for case creation, tracking, knowledge access, and self-service.
• Configure enterprise integrations with SharePoint, Confluence, Microsoft Teams, and Jira.
• Build scalable Salesforce solutions using Apex, LWC, Flows, and REST APIs, following Salesforce best practices and governor limits.
• Lead technical design, code reviews, CI/CD, deployments, and development standards using Git/Copado.
• Ensure application security, performance, test coverage, scalability, and maintainability.
• Mentor developers and collaborate with Product Owners, Architects, and Agile teams.

Mandatory Skills

• Salesforce Service Cloud / Service Cloud Console
• Service Cloud Voice / Open CTI
• Agentforce AI / Agent Studio
• Experience Cloud (LWR)
• Apex
• Lightning Web Components (LWC)
• REST APIs / Salesforce Integrations
• Strong Salesforce architecture and technical leadership experience

Preferred Skills

• Vonage CTI / Telephony Integration
• Salesforce AI / Einstein capabilities
• Git / Copado / CI/CD
• Jira, SharePoint, Confluence, and Teams integrations
• OWASP / Salesforce Security Review knowledge
• Agile / Scrum experience

Ideal Candidate

• 8-10 years of strong Salesforce development experience.
• Proven hands-on experience in Service Cloud implementations and technical leadership.
• Strong expertise in Apex, LWC, integrations, and Salesforce architecture.
• Experience designing enterprise-scale, secure, and scalable Salesforce solutions.
• Strong problem-solving, communication, mentoring, and stakeholder-management skills.

Why Consider This Opportunity?

Work on a modern Salesforce ecosystem combining Service Cloud Voice, Agentforce AI, Voice Automation, Experience Cloud, and enterprise integrations to build next-generation customer service solutions.

Apply now if you have strong hands-on Salesforce Service Cloud experience and are ready to lead AI and Voice-enabled Salesforce implementations.