Role & 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 OmniChannel routing, SCV-enabled queues, and optimized agent workspace layouts to support effective voicebased 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 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 Genesys—such as authentication failures, event mismatches, and call record sync gaps.

3. Real-Time Transcription and AI Assist:
- Enable and configure realtime transcription within Service Cloud Voice to support Einstein and Agentforcepowered insights.
- Connect transcription outputs to AI capabilities such as incall insights, recommended actions, and postcall 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, escalation paths, wrapup flows) to support consistent call handling.
- Implement contextual screen-flow integrations that display rele

📌 service cloud voice developer (India)
🏢 Tata Consultancy Services
📍 India