Consultant - Salesforce Developer (ITS)
Organizational Context
The Pan American Health Organization (PAHO) serves as the Regional Office for the Americas of the World Health Organization (WHO).
Job Purpose
The Information Technology Services Department (ITS) provides leadership and direction in the deployment of information and communication technologies and systems to support the Pan American Health Organization/Regional Office of the Americas of the World Health Organization (PAHO/WHO) in carrying out its mandate. ITS establishes and maintains strategies, policies, standards, and procedures to ensure the effective and efficient provision of information and communication services in a geographically dispersed environment.
Responsibilities
Configure, maintain, and enhance the Salesforce Agentforce IT Service platform, including incidents, problems, changes, releases, service requests, knowledge, routing, notifications, self-service, and the IT service console. Design and deliver solutions using Salesforce configuration, Flow, Apex, Lightning Web Components, custom metadata, reports, and dashboards. Develop, maintain, and troubleshoot integrations with PAHO systems. Investigate and resolve platform issues. Support data imports, migrations, and quality controls. Configure and improve Agentforce agents, topics, instructions, and actions. Test agent accuracy, permissions, and compliance with PAHO requirements. Apply security controls and secure coding practices. Prepare and execute tests, and support user acceptance testing. Manage source-driven changes and prepare deployments. Provide production support and collaborate on security reviews. Coordinate Salesforce seasonal releases. Maintain solution designs, code, integration documentation, and task history. Document Agentforce configurations and operational ownership. Provide knowledge-transfer sessions to PAHO staff.
Work Experience
At least three years of progressively responsible experience developing and supporting Salesforce solutions in complex enterprise environments. Strong hands-on experience with Apex, Lightning Web Components, Flow, SOQL/SOSL, Salesforce configuration, security, APIs, testing, and deployment practices. Experience with Salesforce Service Cloud, enterprise integrations, production support, and highly customized Salesforce environments. Demonstrated ability to manage multiple assigned tasks, maintain accurate work records, collaborate with technical and non-technical stakeholders, and deliver by agreed deadlines. Experience with Agentforce, Einstein capabilities, ITSM processes, employee self-service, or knowledge management is desirable.
Skills
Apex (classes, triggers, batch, queueable, scheduled), asynchronous patterns, governor limits, bulkification, SOQL/SOSL, Lightning Web Components, Aura and Visualforce (legacy maintenance), JavaScript ES6+, Flow, custom metadata, validation rules, Order of Execution; Case management, Omni-Channel routing, queues and skills-based assignment, entitlements, milestones and SLAs, knowledge management, service catalogue, CMDB and configuration items, ITIL incident / request / problem / change practices; Agent topics and actions, prompt templates, grounding on knowledge and CMDB data, Einstein Trust Layer, agent testing and evaluation, escalation and human handoff design; REST and SOAP APIs, Platform Events, Change Data Capture, External Services, Named Credentials, OAuth 2.0 / SAML, Microsoft Entra ID SSO, Microsoft Teams integration, middleware and iPaaS; Salesforce DX and CLI, sandboxes, Git and pull requests, CI/CD, static analysis, Apex unit testing and Jest; Profiles, permission sets and groups, sharing and visibility, field-level security, CRUD/FLS enforcement, SOQL injection prevention, event monitoring; data migration, quality tooling, reports and dashboards; Agile or Kanban working, backlog management, effort estimation, technical documentation. Salesforce Certified Platform Developer is required or strongly preferred. Salesforce Administrator, Service Cloud Consultant, Platform App Builder, Platform Developer II, and Agentforce Specialist certifications are desirable.