Job Title: /n Service Cloud Voice Developer /n Experience Required: /n Minimum 5+ Years (Salesforce); 2+ Years (Telephony/CTI) /n Skills & Responsibilities: /n 1.

Service Cloud Voice Implementation: /n /n

- 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 productive voice‐based service operations.

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

/n /n 2.

Genesys Cloud CX Integration: /n /n

- 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.

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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.

/n /n 3. Real-Time Transcription and AI Assist: /n /n

- 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.

/n /n 4.

Apex and Flow Development: /n /n

- Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update voice call records, and trigger CRM automation.

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- Build Salesforce Flows and guided agent experiences (e.g., call scripts, escalation paths, wrap‐up flows) to support consistent call handling.

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

/n /n 5.

Telephony Data and Reporting: /n /n

- Design data capture for call metrics including duration, outcomes, transfers, and satisfaction scoring tied to Salesforce cases and contacts.

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- Create Service Cloud reports and dashboards for key KPIs such as AHT, FCR, queue performance, and agent utilization.

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- Integrate telephony data into broader CRM Analytics / Einstein Analytics reporting where applicable.

/n /n 6.

Collaboration and Documentation: /n /n

- Collaborate with telephony engineers, contact‐center operations, and Salesforce Solution Architects to deliver cohesive voice solutions.

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- Produce detailed documentation including integration designs, configuration guides, and operational runbooks.

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- Provide knowledge transfer and training to administrators and team leads on SCV and telephony operational features.

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