Pan American Health Organization
PAHO Consultant - Salesforce Developer (ITS)
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OBJECTIVE OF THE OFFICE/DEPARTMENT
This is a requisition for employment at the Pan American Health Organization (PAHO)/Regional Office of the World Health Organization (WHO)
Contractual Agreement:
Non-Staff - International PAHO Consultant
Job Posting:
August 20, 2026
Closing Date:
September 20, 2026, 11:59 PM Eastern Time
Primary Location:
Off Site
Organization:
ITS Information Technology Services
Schedule:
Full time
PURPOSE OF CONSULTANCY
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.
DESCRIPTION OF DUTIES:
Purpose of the Consultancy
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.
Statement of Work
The Salesforce Developer consultant will perform the following functions:
Task Management & Stakeholder Coordination
- Review the assigned work queue each working day; acknowledge new tasks; confirm scope, priority, acceptance criteria, dependencies, effort, and target completion date.
- Deliver tasks by the agreed due date. If delivery is at risk, notify the Advisor, IT Operations, promptly and propose a recovery plan or revised date for approval.
- Keep task records current with progress, decisions, blockers, testing evidence, deployment status, and next actions.
- Work with ITS units and PAHO departments to gather requirements, assess impacts, translate needs into feasible solutions, and demonstrate completed work.
Salesforce Platform Maintenance, Development & Integration
- Configure, maintain, and enhance Agentforce IT Service and related Salesforce capabilities supporting incidents, problems, changes, releases, service requests, knowledge, routing, notifications, self-service, and the IT service console.
- Configure custom objects, fields, page layouts, record types, validation rules, and workflows.
- Design and deliver maintainable solutions using Salesforce configuration, Flow, Apex, Lightning Web Components, custom metadata, reports, dashboards, and other appropriate platform tools.
- Develop, maintain, and troubleshoot integrations with PAHO systems using approved APIs, event-driven patterns, middleware, and secure authentication mechanisms.
- Investigate and resolve issues across configuration, code, automation, data, permissions, integrations, and platform limits; identify root causes and sustainable corrective actions.
- Support data imports, migrations, cleansing, validation, and quality controls while maintaining integrity and auditability.
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Automation, Agentforce & Knowledge
- Configure and improve Agentforce agents, topics, instructions, actions, prompt templates, and supporting Flows or Apex components for approved PAHO use cases.
- Ground AI-enabled experiences in approved PAHO knowledge and data, and work with content owners to improve knowledge quality, relevance, and maintenance.
- Test agent accuracy, permissions, action execution, human escalation, multilingual behavior where required, and compliance with PAHO privacy, security, and responsible AI requirements.
- Assess new Salesforce and Agentforce capabilities and recommend practical improvements, recognizing that Agentforce IT Service is a new and evolving product.
Security, Testing, Release & Production Support
- Apply least-privilege access controls, secure coding practices, and PAHO security, data protection, change management, and responsible AI requirements.
- Prepare and execute functional, regression, integration, permission, and agent-behavior tests as applicable; support user acceptance testing and document approval.
- Manage source-driven changes through approved environments using Salesforce CLI, Git, CI/CD tools, or PAHO's designated process.
- Prepare deployment, validation, communication, rollback, and post-deployment activities; do not implement unapproved production changes.
- Provide production support, monitor assigned operational indicators, and prepare root cause analysis and corrective actions when requested.
- Collaborate with the ITS Information Security and other ITS units on reviews, incidents, access controls, integration dependencies, and remediation activities.
- Coordinate Salesforce seasonal releases and assess their impact.
Documentation, Reporting & Knowledge Transfer
- Maintain solution designs, configuration records, code and integration documentation, test evidence, deployment records, runbooks, and task history for material changes.
- Document Agentforce configurations, grounding sources, guardrails, evaluation scenarios, known limitations, and operational ownership.
- Provide demonstrations, walkthroughs, and knowledge-transfer sessions to PAHO staff and authorized support resources.
- Store all source code, configuration, documentation, and work products in PAHO-approved repositories and submit the required monthly activity report.
Monthly Activity Report
By the last working day of each month, the consultant shall submit a consolidated report to the Advisor, IT Operations. The report shall be traceable to the designated task-management system and include:
- An executive summary and a complete register of every task assigned during the month, plus open tasks carried forward.
- For each task: identifier, title, requester or owner, assignment date, priority, agreed due date, status, completion date, and task-record reference.
- For each task: a concise summary of work performed, changes made, testing and approval completed, deployment outcome, documentation produced, and result achieved.
- For delayed, blocked, cancelled, or re-scoped tasks: reason, impact, required action, mitigation, and approved revised date; plus priorities for the following month.
- Production releases and incidents in the period, with associated change records and preventive actions taken.
- Service and agent performance indicators, platform consumption against entitlement with a projection to the end of the contract period, and risks, technical debt, recommendations, and planned focus for the following month.
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A task is considered delivered when deployed to production, verified against the agreed acceptance criteria, documented, and accepted by the requester. Certification of the monthly deliverable is contingent on receipt of a complete monthly report.
Qualifications & Skills
Education & Experience
- 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 because the product is new. Experience with Agentforce, Einstein capabilities, ITSM processes, employee self-service, or knowledge management is desirable.
Technical Competencies
- 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
Certifications
- 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.
Language Skills
- English: Fluency in written and spoken English is required.
- Other languages: Working knowledge of Spanish is desirable; knowledge of French or Portuguese is an asset.
Key Performance Indicators
- Assigned tasks delivered by the agreed target date
- Target: ≥ 90
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