Senior Salesforce Developer – Genesys & Omni Channel

About K&K Global Talent Solutions

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Job Description

Must Have Technical/Functional Skills

• 5+ years of hands-on experience as a Salesforce Developer
• Strong expertise in Salesforce Service Cloud, Omni-Channel, and Lightning (LWC)
• Hands-on experience integrating Genesys (CTI / Cloud CX) with Salesforce
• Proficiency in Apex, SOQL, Triggers, REST/SOAP APIs, and Salesforce security model
• Experience with call center workflows: voice, chat, email, and digital channels
• Strong problem-solving skills with experience in production support and incident resolution
• Ability to work independently and collaborate across onshore and offshore teams

Nice to Have:

• Experience in Financial Services Cloud or BFSI domain (Lending / Mortgage preferred)
• Knowledge of Salesforce DevOps tools (Copado, Gearset, Jenkins, etc.)
• Experience working with CMS, chatbots, or AI-assisted service features
• Salesforce certifications (Platform Developer I/II, Service Cloud Consultant)

Roles & Responsibilities

• Design, develop, and implement Salesforce solutions using Service Cloud, Experience Cloud, and Omni-Channel capabilities
• Integrate Genesys Contact Center with Salesforce CTI for voice, chat, and digital interactions
• Configure and customize Omni-Channel routing, agents, queues, skills-based routing, and service consoles
• Develop Apex classes, triggers, Lightning Web Components (LWC), and Aura components as required
• Implement and support Salesforce CTI, APIs, and real-time integrations with Genesys and other enterprise systems
• Collaborate with Business Analysts and UX teams to deliver intuitive, member-facing solutions
• Support production issues, provide root cause analysis, and implement sustainable fixes
• Ensure solutions adhere to Salesforce best practices, security guidelines, and performance standards
• Participate in code reviews, deployments, and CI/CD processes