Job Description

Job Title:

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Service Cloud Voice Developer

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Experience Required:

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

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Skills & Responsibilities:

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1. 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.
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- Implement the SCV Partner Telephony model, including telephony provider configuration, Contact Center Connector setup, and Salesforce-side SCV configuration.
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- Configure Omni‐Channel routing, SCV-enabled queues, and optimized agent workspace layouts to support effective voice‐based service operations.
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- Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks.
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2. 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.
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- Build and refine Genesys Architect call flows and routing strategies aligned with Salesforce case, contact, and skill‐based routing models.
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- Surface IVR data, call recordings, and transcription outputs inside the Salesforce Service Console where supported.
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- Diagnose and resolve issues across Salesforce, SCV, and Genesys—such as authentication failures, event mismatches, and call record sync gaps.
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3. 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.
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- Connect transcription outputs to AI capabilities such as in‐call insights, recommended actions, and post‐call summary generation.
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- Tune AI inputs derived from voice transcripts to improve accuracy and reduce manual agent effort.
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4. Apex and Flow Development:

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- Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update voice ca

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