[Hiring] Salesforce Developer Consultant @Pan American Health Organization

Role Description

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.

PAHO has implemented Salesforce Agentforce IT Service as its corporate IT Service Management (ITSM) platform, replacing the legacy service management tool. The platform serves staff members across Headquarters, country offices, and centers in the region of the Americas, and supports other departments beyond ITS.

Following go-live and initial stabilization, PAHO requires an experienced Salesforce Developer consultant to maintain the platform in production and evolve it in line with the Organization’s service management priorities. This is a delivery-focused, hands-on technical consultancy. The consultant will report to the Advisor, IT Operations, and collaborate with other ITS units, service owners, subject matter experts, and departments across PAHO. The consultant works autonomously against an assigned and prioritized task backlog, delivers within agreed timeframes, and reports formally each month.

Qualifications

• University degree in Computer Science, Information Systems, Software Engineering, or a related field.
• 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.
• Direct experience with Agentforce IT Service is not required; however, experience with Agentforce, Einstein capabilities, ITSM processes, employee self-service, or knowledge management is desirable.

Requirements

• Development: 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.
• Service Cloud / ITSM: 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.
• AI and Agentforce: Agent topics and actions, prompt templates, grounding on knowledge and CMDB data, Einstein Trust Layer, agent testing and evaluation, escalation and human handoff design.
• Integration and DevOps: 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.
• Security, Data, and Delivery: 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.

Benefits

• Daily rate of $172.
• Remote work with core hours overlapping Washington, D.C. business hours.
• Potential for extension subject to satisfactory performance.

Key Performance Indicators

• Assigned tasks delivered by the agreed target date: Target ≥ 90% (Measured Monthly).
• Monthly report submitted complete and on time: Target by 5th working day (Measured Monthly).
• Critical (P1) regressions attributable to consultant-delivered changes: Target Zero (Measured Continuous).
• Apex unit test coverage on delivered code: Target ≥ 85% org-wide (Measured Per release).
• Security findings remediated in window; documentation and backlog current: Target 100% (Measured Monthly).
• Agent deflection/containment for in-scope service domains: Measured improving against baseline (Target Monthly).
• Platform consumption within contracted entitlement: Measured no unforecast overage (Target Monthly).