- 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.
- 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.