Salesforce Agentforce & IVR Automation Developer

Job Title: Salesforce Agentforce & IVR Automation Developer




Location: Remote




Job Type: Contract







Responsibilities:

• Design, develop, and implement Salesforce Agentforce agents for customer service and business process automation.
• Build and configure AI agents, topics, actions, prompts, and conversational workflows.
• Develop and maintain IVR automation and voice call flows using Salesforce Omni-Channel and Agentforce Voice.
• Configure intelligent call routing, self-service options, callbacks, escalation, and agent handoffs.
• Develop Salesforce solutions using Apex, Lightning Web Components (LWC), SOQL, and Salesforce Flow.
• Integrate Salesforce with telephony/CTI platforms and external applications using REST/SOAP APIs.
• Implement AI-driven automation using Einstein, Prompt Builder, Agent Builder, and Data Cloud where applicable.
• Ensure seamless handoff between IVR/AI agents and live customer service representatives.
• Troubleshoot and optimize voice automation, routing, integrations, and customer journeys.
• Collaborate with business and technical stakeholders to translate requirements into scalable Salesforce solutions.
• Follow Salesforce best practices for security, governance, testing, and deployment

Skills :

• Strong expertise in Apex programming.
• Strong experience with Salesforce Development and Service Cloud.
• Hands-on experience with Salesforce Agentforce / Agent Builder.
• Experience with IVR, Voice Automation, Contact Center, or Telephony integration.
• Strong knowledge of Omni-Channel and Salesforce Flow.
• Experience with Apex, LWC, SOQL, SOSL, and Salesforce APIs.
• Experience designing conversational AI or automated customer service workflows.
• Knowledge of Einstein AI, Prompt Builder, AI agents, and automation frameworks.
• Experience with REST APIs and third-party integrations.
• Understanding of call routing, CTI, voice workflows, and contact center operations.