Job DescriptionJob Title:
nService Cloud Voice Developer
nExperience Required:
nMinimum 5+ Years (Salesforce); 2+ Years (Telephony/CTI)
nSkills & Responsibilities:
n1. Service Cloud Voice Implementation:
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- Design, configure, and deploy Salesforce Service Cloud Voice (SCV) using supported Partner Telephony solutions, including Genesys Cloud CX.n
- Implement the SCV Partner Telephony model, including telephony provider configuration, Contact Center Connector setup, and Salesforce-side SCV configuration.n
- Configure Omni‐Channel routing, SCV-enabled queues, and optimized agent workspace layouts to support effective voice‐based service operations.n
- Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks.n

n2. Genesys Cloud CX Integration:
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- Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen‐pop behavior, and event synchronization.n
- Build and refine Genesys Architect call flows and routing strategies aligned with Salesforce case, contact,



and skill‐based routing models.n
- Surface IVR data, call recordings, and transcription outputs inside the Salesforce Service Console where supported.n
- Diagnose and resolve issues across Salesforce, SCV, and Genesys—such as authentication failures, event mismatches, and call record sync gaps.n

n3. Real-Time Transcription and AI Assist:
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- Enable and configure real‐time transcription within Service Cloud Voice to support Einstein‐ and Agentforce‐powered insights.n
- Connect transcription outputs to AI capabilities such as in‐call insights, recommended actions, and post‐call summary generation.n
- Tune AI inputs derived from voice transcripts to improve accuracy and reduce manual agent effort.n

n4. Apex and Flow Development:
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- Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update voice call records, and trigger CRM automa

📌 Service Cloud Voice Developer (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru