Service Cloud Voice Developer Job DescriptionAbout The Company

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions, with a presence in over 50 countries. Renowned for its innovative approach and commitment to excellence, TCS delivers comprehensive technology solutions that help organizations achieve their digital transformation goals. With a vast portfolio spanning various industries including banking, healthcare, manufacturing, and retail, TCS is dedicated to driving innovation and creating value for its clients worldwide.

The company's focus on quality, sustainability, and customer-centricity positions it as a trusted partner for organizations seeking to leverage technology for competitive advantage.

About The Role

We are seeking a highly skilled Service Cloud Voice Developer to join our dynamic team at TCS. The ideal candidate will possess a deep understanding of Salesforce Service Cloud Voice (SCV) and telephony integrations, with experience in implementing and maintaining complex voice solutions within Salesforce environments. This role requires expertise in deploying SCV using partner telephony solutions such as Genesys Cloud CX, configuring telephony integrations, and developing custom solutions to enhance customer service operations.

The successful candidate will collaborate with cross-functional teams, including telephony engineers, Salesforce architects, and contact center operations, to deliver seamless voice-enabled customer engagement experiences. Additionally, they will be responsible for troubleshooting, optimizing, and innovating voice solutions to meet evolving business needs.

Qualifications To qualify for this role, candidates should have a minimum of 5+ years of experience working with Salesforce platforms, with at least 2+ years specifically focused on telephony or Computer Telephony Integration (CTI). Strong knowledge of Salesforce Service Cloud, Apex development, and Lightning Flow is essential.

Experience with telephony providers such as Genesys Cloud CX and Amazon Connect is highly desirable. Candidates should possess excellent problem-solving skills, the ability to work independently and within a team, and a proactive approach to learning new technologies.



Relevant certifications in Salesforce and telephony integrations will be advantageous.

Responsibilities

- Design, configure, and deploy Salesforce Service Cloud Voice (SCV) solutions utilizing supported partner telephony platforms, including Genesys Cloud CX. This involves telephony provider configuration, Contact Center Connector setup, and Salesforce-side SCV configuration to ensure seamless voice interactions.
- Implement the SCV Partner Telephony model by configuring telephony providers, setting up contact center connectors, and customizing Salesforce configurations to optimize voice-based customer service operations.
- Configure Omni-Channel routing, SCV-enabled queues, and agent workspace layouts to support productive voice interactions, ensuring quick access to relevant customer data and streamlined workflows.
- Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks, enabling real-time voice communication capabilities within the platform.
- Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen-pop behavior, and event synchronization to ensure smooth communication between systems.
- Build and refine Genesys Architect call flows and routing strategies aligned with Salesforce case, contact, and skill‑based routing models to enhance call handling efficiency and customer satisfaction.
- Surface IVR data, call recordings, and transcription outputs within the Salesforce Service Console, where supported, to provide agents with comprehensive call context and insights.
- Diagnose and resolve issues across Salesforce, SCV, and Genesys platforms, including authentication failures, event mismatches, and call record synchronization problems.
- Enable and configure real-time transcription within Service Cloud Voice to support AI-powered insights, including in-call insights, recommended actions,



and post-call summaries.
- Connect transcription outputs to AI capabilities such as Einstein and Agentforce to enhance agent productivity and customer experience through automated insights and recommendations.
- Tune AI inputs derived from voice transcripts to improve accuracy, reduce manual effort, and ensure high-quality data for analytics and decision-making.
- Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update voice call records, and trigger CRM automation workflows.
- Build Salesforce Flows and guided experiences to support consistent call handling, including call scripts, escalation paths, and wrap-up processes for agents.
- Implement contextual screen flows that display relevant customer information during live calls, enhancing agent efficiency and customer satisfaction.
- Design data capture mechanisms for call metrics such as duration, outcomes, transfers, and satisfaction scores, linking these to Salesforce cases and contacts for comprehensive reporting.
- Create Service Cloud reports and dashboards to monitor key performance indicators such as average handle time, first contact resolution, queue performance, and agent utilization.
- Integrate telephony data into broader CRM Analytics or Einstein Analytics reports to provide strategic insights and support continuous improvement initiatives.
- Collaborate with telephony engineers, contact-center operations teams, and Salesforce Solution Architects to deliver cohesive voice solutions aligned with business objectives.
- Produce detailed documentation including integration design, configuration guides, operational runbooks, and knowledge transfer materials to ensure ongoing support and knowledge sharing.

Benefits TCS offers a comprehensive advantages package designed to support the well-being and professional growth of our employees. This includes competitive compensation, health insurance coverage, retirement savings plans, and paid time off. Employees have access to ongoing training and development programs to enhance their skills and stay current with emerging technologies. TCS promotes a flexible work environment, encouraging work-life balance and fostering a culture

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