Position Summary
M&S Consulting is seeking a Software Developer to build and maintain the automated contact center solution on Salesforce and Agentforce for our clients Blanket Purchase Agreement, where M&S is the Salesforce and Agentforce delivery partner under the prime contractor. This role performs hands-on configuration and development across the software development lifecycle, including requirements analysis, design, development, unit testing, and implementation, and delivers the integrations, automations, and Agentforce components that support the contact center. The Software Developer works under the technical direction of the Senior Software Developer / Manager and partners with the test team to meet quality gates. This is a fully dedicated position within the M&S software delivery scope.
Key Responsibilities
- Perform hands-on Salesforce configuration and development across the software development lifecycle: requirements analysis, design, development, unit testing, and implementation for the automated contact center solution.
- Build custom Apex classes, triggers, batch and asynchronous processes, Lightning Web Components, Visualforce, and Salesforce Flows to deliver contact center workflows and automations.
- Implement and support Agentforce components, including topics, actions, and guardrails, and remediate issues identified through the AI evaluation and testing program.
- Develop and maintain integrations across Service Cloud, Service Cloud Voice, Open CTI, Genesys Cloud CX, Box, and MuleSoft using REST and SOAP APIs and platform events.
- Write unit tests and support functional, integration, and regression testing, resolving defects raised by the test team and maintaining code coverage and quality standards.
- Follow the release pipeline and quality gates, and perform no coding on the clients platform ahead of clients certification-level pre-approval.
- Optimize SOQL and SOSL queries and application logic for performance, reliability, and scalability, and troubleshoot production issues.
- Maintain technical documentation, participate in code reviews, and follow development standards under the direction of the Senior Software Developer / Manager.
Required Qualifications (Mandatory)
- Salesforce Certified Platform Developer I or II, current and in good standing.
- Minimum of three years of hands-on Salesforce development experience, including Apex and Lightning Web Component development.
- Salesforce Certified Agentforce Specialist, current and in good standing, or the ability to obtain it prior to Agentforce development work.
- Certification level pre-approval ability to have Salesforce and Agentforce certification levels submitted to and approved by the client before performing any coding on the platform.
- Bachelor of Arts or Bachelor of Science degree, or equivalent relevant experience. Fields of information systems, business administration, or computer science are preferred.
- Public Trust Low Risk suitability, or the ability to begin and complete the Public Trust Low Risk suitability process at award.
Preferred Qualifications
- Salesforce Certified Platform Developer II and additional credentials such as Platform App Builder, JavaScript Developer I, or an Architect credential.
- Service Cloud and case management development at contact center scale, including Service Cloud Voice, Open CTI, and Genesys Cloud CX integration.
- Integration development experience with REST and SOAP APIs, MuleSoft, and Salesforce and Box platform integration, including government or FedRAMP-authorized environments.
- CI/CD delivery on Salesforce DX, Git, and Copado, with configuration and release management discipline.
- Full-stack or middleware development experience (for example .NET, Java, JavaScript) supporting enterprise integrations.
- Hands-on Agentforce implementation, including agent design, actions, guardrails, and prompt and topic tuning.
- Reporting and dashboard development for service performance and operational metrics.
- Federal delivery aligned to NIST SP 800-53, FISMA, and FedRAMP Moderate.
Engagement Details
- Dedication fully dedicated to the client engagement.
- Role designation software delivery support staff; not a PWS-named Key Personnel position.
- Reporting reports to the Senior Software Developer / Manager and coordinates with the test team.
- Employer M&S Consulting.