Han IT Staffing
Role Summary
We are seeking a Salesforce professional with strongAgentforce Voice deployment experience, deep Genesys Contact Center integration background, and hands-on expertise in Salesforce Service Cloud and SRMEA to lead AI-driven contact center transformations.
This role will design, deploy, and optimize AI-powered voice and service experiences, integrating Salesforce Agentforce with Genesys to improve customer engagement, reduce agent effort, and drive operational efficiency.
Key Responsibilities
Lead Salesforce Agentforce Voice design and deployment for contact center use cases
Architect and implement Salesforce–Genesys CTI integrations (voice, chat, IVR, routing)
Configure and optimize Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge, Entitlements)
Implement SRMEA capabilities including service request management, escalation, and resolution workflows
Enable AI-driven voice features: call transcription, intent detection, summarization, next-best action
Design intelligent agent assist and supervisor dashboards using Salesforce and analytics tools
Integrate downstream systems (CRM, ERP, billing, knowledge, middleware)
Lead solution design, data flows, security, and compliance for regulated and non-regulated environments
Collaborate with business, IT, and contact center stakeholders during discovery, build, UAT, and rollout
Support production stabilization, optimization, and continuous improvement initiatives
Required Skills & Experience
Salesforce & AI
8+ years of Salesforce experience with Service Cloud
Proven Agentforce Voice or AI-powered voice automation deployment experience
Strong knowledge of Omni-Channel, Einstein AI, flows, Apex, and integrations
Experience implementing SRMEA or enterprise service management patterns
Apex, LWC, Customization
Contact Center & Genesys
Hands-on experience with Genesys Contact Center (Cloud or On-Prem)
Expertise in CTI, IVR, call routing, screen pops, and call lifecycle events
Integration experience using Genesys APIs, webhooks, and middleware
Integration & Architecture
Experience with REST/SOAP APIs, middleware (MuleSoft preferred)
Strong understanding of data models, security, and performance optimization
Experience integrating voice, chat, email, and digital channels into Salesforce
To apply for this job email your details to akuthotaaravind@hanstaffing.com