Service Cloud Voice Developer Job DescriptionAbout The Company

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. Established in 1968, TCS has a rich history of delivering innovative technology solutions to a diverse range of industries worldwide. With a presence in over 50 countries and a workforce of more than 600,000 professionals, TCS is committed to helping organizations achieve their business objectives through digital transformation, automation, and advanced analytics.

The company's core values emphasize integrity, responsibility, and a customer-centric approach, positioning TCS as a trusted partner for enterprises seeking sustainable growth and technological excellence.

About The Role The Service Cloud Voice Developer at TCS will play a pivotal role in designing, implementing, and maintaining advanced telephony integrations within Salesforce Service Cloud. This role requires a highly skilled professional with extensive experience in Salesforce development, particularly in Service Cloud Voice (SCV) and telephony/Computer Telephony Integration (CTI) solutions such as Genesys Cloud CX and Amazon Connect. The ideal candidate will be responsible for deploying scalable voice solutions, integrating telephony streams with Salesforce, and enhancing customer service operations through innovative AI-powered features like real-time transcription and intelligent insights.

Collaboration with cross-functional teams including telephony engineers, contact center operations, and Salesforce architects is essential to deliver seamless, efficient voice-enabled customer experiences.

Qualifications The ideal candidate should possess a minimum of 5+ years of experience in Salesforce development, with a strong background in Service Cloud and telephony integrations. Additionally, at least 2+ years of hands-on experience working with telephony/CTI solutions such as Genesys Cloud CX or Amazon Connect is required. A comprehensive understanding of Salesforce architecture, Apex programming, Lightning Flow, and integration frameworks is necessary.

Candidates should have proven expertise in configuring and deploying Service Cloud Voice, developing custom connectors, and building call routing strategies. Strong problem-solving skills, excellent communication,



and the ability to work collaboratively in a quick-paced environment are also essential.

Responsibilities

- Design, configure, and deploy Salesforce Service Cloud Voice solutions utilizing supported partner telephony platforms, including Genesys Cloud CX. This involves setting up telephony provider configurations, Contact Center Connector, and Salesforce-side SCV configurations to ensure smooth voice operations.
- Implement the Partner Telephony model by configuring telephony provider settings, contact center connectors, and integrating telephony streams with Salesforce.

Optimize

Omni-Channel routing, queues, and agent workspace layouts to enhance efficiency and agent productivity.

- Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen-pop behavior, and event synchronization to ensure seamless call handling and data consistency.
- Create and refine Genesys Architect call flows and routing strategies aligned with Salesforce case management, contact, and skill-based routing models.
- Surface IVR data, call recordings, transcription outputs, and related insights within Salesforce Service Console to provide agents with comprehensive customer context during interactions.
- Diagnose and troubleshoot issues across Salesforce, SCV, and Genesys platforms, including authentication failures, event mismatches, and call record synchronization gaps, ensuring minimal downtime and optimal performance.
- Enable and configure real-time transcription features within Service Cloud Voice to support AI-driven insights, including in-call suggestions, recommended actions, and post-call summaries.
- Integrate transcription outputs with AI capabilities such as Einstein or Agentforce to enhance agent productivity and customer satisfaction.
- Develop Apex classes, event handlers, and Platform Events to process telephony events,



update call records, and automate CRM workflows related to voice interactions.
- Build Salesforce Flows and guided experiences to support consistent call handling, including call scripts, escalation procedures, and wrap-up processes.
- Design telephony data capture mechanisms for metrics like call duration, outcomes, transfers, and customer satisfaction scores, linking these to Salesforce records for comprehensive reporting.
- Create dashboards and reports within Service Cloud for KPIs such as Average Handle Time, First Call Resolution, queue performance, and agent utilization. Integrate telephony data into CRM Analytics or Einstein Analytics where applicable.
- Collaborate effectively with telephony engineers, contact center operations teams, and Salesforce Solution Architects to deliver integrated voice solutions that meet business needs.
- Document integration designs, configuration guides, operational runbooks, and best practices. Provide training and knowledge transfer sessions to administrators and team leads to ensure operational excellence.

Benefits Joining TCS as a Service Cloud Voice Developer offers numerous benefits, including competitive compensation packages, comprehensive health insurance, and retirement plans. Employees gain access to ongoing learning and development opportunities, including certifications and training programs to stay current with the latest Salesforce and telephony technologies.

TCS promotes a collaborative and inclusive work environment, encouraging innovation and continuous improvement. Additionally, employees have the chance to work on cutting-edge projects with global clients, gaining valuable experience and advancing their careers in the rapidly evolving field of customer experience technology.

Equal Opportunity

Tata Consultancy Services is an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on race, religion, gender, age, sexual orientation, disability, or any other protected characteristic. We believe in fostering a work environment where all employees are valued and empowered to contribute their best. TCS provides equal employment opportunities to all qualified individuals and

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