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

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
- 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 workplace

Qualifications:

- Bachelors 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

This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying

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