Job Title: Salesforce Technical Lead

Location: SMILES 3, Bengaluru

Years of Experience: 8-10 Years

Job Summary: We are seeking a highly skilled Salesforce Technical Lead to spearhead the development of an AI-powered Service Cloud platform integrated with Vonage CTI and Agentforce AI. The ideal candidate will be responsible for implementing real-time call handling solutions, deploying an Agentforce Voice AI Bot to ensure a <5-minute answer SLA, creating a branded Experience Cloud (LWR) Customer Portal, and establishing enterprise knowledge search capabilities across SharePoint, Confluence, and Jira.

Key Responsibilities

Vonage Telephony & Service Cloud Voice: Configure Service Cloud Voice / Open CTI with Vonage, including screen pops, real-time transcription, supervisor monitoring, IVR flows, and Omni-Channel/Skills-Based routing.

Agentforce Voice AI & Automation: Develop an Agentforce Voice AI Bot to manage overflow calls, verify accounts, collect incident details, auto-create cases, and store AI-generated call summaries.

Agentforce for Service: Implement Einstein Case Classification, Generative AI summaries, Reply Recommendations, In-Console Copilot, Next Best Action, and SLA breach prediction.

LWR Customer Portal: Create a branded Experience Cloud (LWR) portal for self-service case creation, tracking, and Einstein Search Answers.

Enterprise Knowledge & Jira Sync:



Configure Unified Knowledge connectors (SharePoint, Confluence, Teams) and establish bidirectional Salesforce-to-Jira case synchronization.

Architecture & Development: Design scalable solutions using Apex, LWC, Flows, and REST APIs while ensuring <85% test coverage and monitoring governor limits.

Technical Leadership & Governance: Conduct code reviews, manage CI/CD pipelines (Git, Copado), enforce security standards (e.g., OWASP, Salesforce Security Review), and minimize technical debt.

Team Orchestration: Lead sprint estimations, mentor developers, and collaborate effectively with Agile Product Owners to ensure alignment on project goals.

Mandatory Skills

Service Cloud Console

Service Cloud Voice / Open CTI (Vonage preferred)

Agentforce AI / Agent Studio

Experience Cloud (LWR) expertise

Apex, LWC, REST APIs

Preferred Skills

Experience with CI/CD tools such as Git and Copado

Familiarity with security standards including OWASP and Salesforce Security Review

Experience collaborating with Agile Product Owners in a fast-paced setting

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field

Salesforce certifications (e.g., Salesforce Architect, Salesforce Developer) are a plus

Proven track record of leading Salesforce projects with a focus on Service Cloud and AI integrations

📌 TECHNICAL LEAD - Salesforce (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru