Senior SalesForce Developer – Service Cloud

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Spearhead the incorporation of advanced web technologies, artificial intelligence, and cloud telephony solutions.

• Close the gap between Salesforce Service Cloud and AWS Connect to establish a top-tier, omni-channel support system.

• Create efficient workflows that integrate voice, web, and AI-generated data.

• Collaborate with US stakeholders to design "Voice of the Customer" journeys, merging AWS Connect with Salesforce for a comprehensive view of client interactions.

• Build and sustain integrations between Salesforce Service Cloud and AWS, encompassing CTI (Computer Telephony Integration), Contact Flow designs, and real-time data synchronization.

• Design and implement full-stack web applications (React/Node.js) that improve the agent experience and connect directly with AWS and Salesforce APIs.

• Deploy Agentforce and AWS AI services (such as Amazon Lex or Polly) to streamline self-service voice bots and smart call routing.

• Oversee and enhance AWS Lambda functions and backend services that facilitate the link between the call center and the CRM.

• Record intricate integration architectures and standard operating procedures to ensure the support team can uphold high-availability systems.

• Serve as a liaison among the Web, Salesforce, and DevOps teams, sharing knowledge on best practices for cloud-native communication.

⛳️ Requirements

• 5+ years of professional experience in Salesforce Development.

• 3+ years in Fullstack Web Development.

• Minimum of 2 years experience with AWS Connect or similar cloud-based call center solutions.

• Advanced/Fluent English (both written and spoken) for direct collaboration with US clients.

• Bachelor’s degree in Computer Science, Software Engineering, or equivalent relevant experience.

• Proven track record in leading complex integrations and managing stakeholder expectations throughout project lifecycles.

• Extensive expertise in Service Cloud, Salesforce Flow, and LWC; experience with Service Cloud Voice is highly desirable.

• Demonstrated experience in configuring Amazon Connect, including Contact Flows, Lambda integrations, and Lex chatbots.

• Proficiency in modern JavaScript frameworks (React, Vue, or Angular) and backend technologies (Node.js, Python, or Java).

• Strong comprehension of REST/Websockets for real-time communication between telephony and web platforms.

• Practical experience with Salesforce Agentforce and integrating LLMs to enhance customer service automation.

• A 'system-thinker' mindset—able to troubleshoot complex issues across the entire stack from CRM to Cloud.

🏝️ Benefits

• CI&T is an equal-opportunity employer. We celebrate and value the diversity of our CI&Ters’ identities and experiences.

• We are dedicated to fostering, promoting, and maintaining a diverse, inclusive, and equitable workplace culture aimed at creating a better future.

• At CI&T, we acknowledge that innovation and transformation thrive in diverse, inclusive, and safe work environments. Our teams achieve their fullest potential when individuals from all backgrounds and experiences collaborate to share, create, and discuss ideas.

• We strongly encourage candidates from diverse and underrepresented communities to apply for our job openings.