Job Description

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) expert

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