We are looking for an experienced Salesforce Technical Lead with solid 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
- Exp

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