TECHNICAL LEAD - Salesforce

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 environment