Senior Salesforce Architect & Team Lead – Service Cloud

Systems Integration, Inc. (SII); Washington (District of Columbia); On-site; USD 150,000 - 210,000; Full time

Job summary

Systems Integration, Inc. (SII) is seeking a Senior Software Developer / Manager to lead Salesforce design, development, and maintenance for a government-contracted contact center.

You will ensure stability, security, and optimization of case management, reporting, workflows, and integrations across Salesforce Service Cloud and Agentforce. You will provide technical leadership, enforce development standards, and collaborate with program and operations teams to support mission-critical customer

Qualifications

• Active Salesforce Platform Developer II certification.
• Active Salesforce Agentforce Certification.
• 5+ years of Salesforce development experience including Apex, LWC, SOQL/SOSL, Flow, APIs, and integrations.
• Hands-on experience with Salesforce Agentforce or AI-enabled service automation.
• Experience supporting Salesforce environments for contact centers, government programs, or regulated environments.
• Strong knowledge of case management, dashboards, reporting, and automation.
• Experience with DevOps, release management, testing, and production support.
• Bachelor's degree in a related field; equivalent experience may be considered.

Responsibilities

• Lead design, development, configuration, implementation, and optimization of Salesforce Service Cloud and Agentforce.
• Manage full SDLC including requirements, design, development, testing, release, and improvement.
• Develop Salesforce capabilities using Apex, LWC, Flow, APIs, dashboards, and reporting tools.
• Configure and support Agentforce features including AI-enabled recommendations and routing.
• Align Salesforce solutions with contact center workflows, SOPs, IVR, queues, and escalation paths.
• Support integrations across Salesforce, Agentforce, Genesys, BOX, VETS‑4212, and secure file transfer.
• Analyze, recommend, and maintain tools and components for automated contact center operations.
• Troubleshoot production issues and lead issue resolution and upgrades.
• Oversee code/configuration reviews, testing cycles, release readiness, and best practices.
• Create reports/dashboards tracking case volume, resolution time, and performance.
• Collaborate with program leadership, operations, security, and federal stakeholders.
• Support secure operations, data protection, auditability, and FedRAMP Moderate alignment.

Skills

Salesforce Apex

Lightning Web Components

SOQL/SOSL

Salesforce Flow

APIs & Integrations

Technical Leadership

DevOps

Federal background check

Education

Bachelor's degree in Computer Science, Information Systems, Software Engineering or related field

Tools

Git

Copado

Gearset

Azure DevOps

Job description

Systems Integration, Inc. (SII) is seeking a Senior Software Developer / Manager to lead Salesforce design, development, and maintenance for a government-contracted contact center.

You will ensure stability, security, and optimization of case management, reporting, workflows, and integrations across Salesforce Service Cloud and Agentforce. You will provide technical leadership, enforce development standards, and collaborate with program and operations teams to support mission-critical customer