1. Service Cloud Voice Implementation:

- Design, configure, and deploy Salesforce Service Cloud Voice (SCV) using supported Partner Telephony solutions, including Genesys Cloud CX.
- Implement the SCV Partner Telephony model, including telephony provider configuration, Contact Center Connector setup, and Salesforce-side SCV configuration.
- Configure OmniChannel routing, SCV-enabled queues, and optimized agent workspace layouts to support productive voicebased service operations.

Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks.

Genesys Cloud CX Integration:

- Develop, configure, and maintain the GenesysSalesforce SCV connector, including OAuth setup, call controls, screenpop behavior, and event synchronization.
- Build and refine Genesys Architect call flows and routing strategies aligned with Salesforce case, contact, and skillbased routing models.
- Surface IVR data, call recordings, and transcription outputs inside the Salesforce Service Console where supported.

Diagnose and resolve issues across Salesforce, SCV,



and Genesyssuch as authentication failures, event mismatches, and call record sync gaps.

Real-Time Transcription and AI Assist:

- Enable and configure realtime transcription within Service Cloud Voice to support Einstein and Agentforcepowered insights.
- Connect transcription outputs to AI capabilities such as incall insights, recommended actions, and postcall summary generation.

Tune AI inputs derived from voice transcripts to improve accuracy and reduce manual agent effort.

- Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update voice call records, and trigger CRM automation.
- Build Salesforce Flows and guided agent experiences (e.g., call scripts, escalation paths, wrapup flows) to support consistent call handling.

Implement contextual screen-flow integrations that display relevant customer information when a call connects.

Role & responsibilities

Preferred candidate profile

📌 Salesforce Voice- Technical lead (India)
🏢 Tata Consultancy Services
📍 India