Headway Tek Inc · 2 days ago
Sr. Salesforce Developer with Agentforce Voice
New York, United States
Contract
Onsite
Senior Level, Lead/Staff
10+ years expHeadway Tek Inc is seeking a Salesforce professional to lead AI-driven contact center transformations. The role involves designing, deploying, and optimizing AI-powered voice and service experiences, integrating Salesforce Agentforce with Genesys to enhance customer engagement and operational efficiency.
ConsultingInformation TechnologyRecruiting
Hiring Manager
Krishna Murthy
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
Qualification
Required
10+ 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
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
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
Company
Headway Tek Inc
Headway Tek Inc is head quartered in San Jose California on the foundation of delivering innovative, cost effective information management solutions to customers.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase