The Role
About Brillio:
Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.
Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.
Role: Senior Salesforce Developer with Agent force
Location: Alpharetta, GA (Onsite)
Job Description:
We are seeking a Salesforce professional with strong Agent force 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 Agent force 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
Why should you apply for this role?
Brillio helps clients deliver authentic and responsive experiences that drive significant impact on profitability & customer advocacy through data-led experience reimagination, focus on customer journeys and partnerships with leading CRM and CX Platforms.
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Equal Employment Opportunity Declaration:
Brillio is an equal opportunity employer to all, regardless of age ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.
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The Company
What We Do
Brillio is the leader in global digital business transformation, applying technology with a human touch. We help businesses define internal and external transformation objectives, and translate those objectives into actionable market strategies using proprietary technologies. With 2600+ experts and 13 offices worldwide, Brillio is the ideal partner for enterprises that want to quickly increase their core business productivity, and achieve a competitive edge, with the latest digital solutions.
