Job Title:

Service Cloud Voice Developer

Experience Required:

Minimum 5+ Years (Salesforce); 2+ Years (Telephony/CTI)

Skills & Responsibilities:

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 Omni‑Channel routing, SCV-enabled queues, and optimized agent workspace layouts to support productive voice‑based service operations.
- Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks.

2. Genesys Cloud CX Integration:
- Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen‑pop behavior, and event synchronization.
- Build and refine Genesys Architect call flows and routing strategies aligned with Salesforce case, contact, and skill‑based 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 Genesys—such as authentication failures, event mismatches, and call record sync gaps.

3. Real-Time Transcription and AI Assist:
- Enable and configure real‑time transcription within Service Cloud Voice to support Einstein‑ and Agentforce‑powered insights.
- Connect transcription outputs to AI capabilities such as in‑call insights, recommended actions, and post‑call summary generation.
- Tune AI inputs derived from voice transcripts to improve accuracy and reduce manual agent effort.

4. Apex and Flow Development:
- 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,

📌 Service Cloud Voice Developer (Bangalore Metropolitan Area)
🏢 Tata Consultancy Services
📍 Bangalore Metropolitan Area