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Senior Software Developer / Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a Senior Software Developer / Manager to support a government-contracted contact center by leading the design, development, and maintenance of Salesforce solutions. This role ensures the platform is stable, secure, and optimized for daily operations, including case management, reporting, workflow automation, and integrations. The Senior Software Developer / Manager provides technical leadership, oversees development standards, and collaborates with program and operations teams to support mission-critical customer service functions.

Key Responsibilities:

• Lead the design, development, configuration, implementation, and optimization of Salesforce Service Cloud and Salesforce Agentforce solutions.
• Manage the full systems development lifecycle, including requirements analysis, solution design, development, testing, documentation, release management, and continuous improvement.
• Develop and maintain Salesforce capabilities using Apex, Lightning Web Components, Salesforce Flow, SOQL/SOSL, APIs, integrations, automation, dashboards, and reporting tools.
• Configure and support Agentforce features, including AI-enabled knowledge recommendations, automated responses, predictive insights, routing, workflow automation, and agent productivity tools.
• Align Salesforce solutions with contact center workflows, SOPs, IVR/call-flow processes, queues, scripts, escalation paths, reporting requirements, and customer service performance goals.
• Support integrations across Salesforce, Agentforce, Genesys, BOX, VETS-4212, secure file transfer, reporting, dashboard, and financial systems, as applicable.
• Analyze, recommend, integrate, and maintain tools, platforms, and technical components that support automated contact center operations.
• Troubleshoot production issues, manage enhancements and upgrades, support feature rollouts, and provide technical leadership for issue resolution.
• Oversee code reviews, configuration reviews, testing cycles, version control, release readiness, documentation, and development best practices.
• Create and maintain reports and dashboards tracking case volume, resolution time, agent productivity, service levels, call/email/chat performance, and operational effectiveness.
• Collaborate with program leadership, operations, workforce/reporting, quality assurance, training, content, security, technical support, and federal stakeholders.
• Support secure operations, data protection, access control, auditability, security documentation, vulnerability remediation, and applicable FISMA/NIST Moderate and FedRAMP Moderate-aligned requirements.

Qualifications:

• Active Salesforce Platform Developer II certification.
• Active Salesforce Agentforce Certification.
• 5+ years of Salesforce development experience, including Apex, LWC, SOQL/SOSL, Salesforce Flow, APIs, and integrations.
• Hands-on experience with Salesforce Agentforce or AI-enabled Salesforce service automation.
• Experience supporting Salesforce environments for contact centers, government programs, regulated environments, or multi-cloud implementations.
• Strong knowledge of case management, knowledge management, customer service workflows, routing, escalation, dashboards, reporting, and automation.
• Experience with DevOps, release management, testing, UAT, configuration management, production support, and tools such as Git, Copado, Gearset, or Azure DevOps.
• Bachelor's degree in Computer Science, Information Systems, Software Engineering, Business Administration, or a related field; equivalent experience may be considered if contractually acceptable.
• Preferred experience with Genesys, omnichannel routing, IVR/call-flow workflows, BOX secure file transfer, VETS-4212 workflows, secure reporting, or federal contact center technology.
• Preferred knowledge of NIST SP 800-18, NIST SP 800-53, FISMA, FedRAMP Moderate, security documentation, security control evidence, secure APIs, data governance, and system performance monitoring.
• Additional Salesforce certifications preferred, including Application Architect, System Architect, Integration Architect, Administrator, Service Cloud Consultant, Platform App Builder, or AI Associate.
• Must be able to pass a federal background check.