- Service Cloud Voice DeveloperAbout The Company Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. With a rich history spanning over five decades, TCS has established itself as a trusted partner for organizations across various industries, delivering innovative technology solutions that drive business growth and transformation.

As part of the Tata Group, TCS is committed to creating a sustainable future through its focus on digital innovation, customer-centricity, and operational excellence. The company operates in over 50 countries, employing a diverse workforce of highly skilled professionals dedicated to solving complex business challenges through cutting-edge technology and strategic consulting.

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 position requires a highly skilled professional with extensive experience in Salesforce development, specifically in Service Cloud Voice (SCV), and a solid understanding of telephony and CTI systems such as Genesys Cloud CX and Amazon Connect.

The ideal candidate will collaborate with cross-functional teams to deliver seamless voice solutions that enhance customer service operations, improve agent productivity, and provide actionable insights through AI and analytics capabilities. The role involves configuring telephony frameworks, developing custom integrations, and ensuring the reliability and scalability of voice-enabled customer service platforms.

Qualifications The ideal candidate should possess a minimum of 5+ years of experience in Salesforce development, with at least 2+ years specifically working with telephony or CTI integrations. Strong expertise in Salesforce Service Cloud, Apex programming, Lightning Flow, and Salesforce configuration is essential.

Hands-on experience with Genesys Cloud CX, Amazon Connect, or similar telephony solutions is required. Knowledge of Salesforce APIs, OAuth, and event-driven architecture is necessary for developing robust integrations. Excellent problem-solving skills, attention to detail,



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

A bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

Responsibilities

- Design, configure, and deploy Salesforce Service Cloud Voice (SCV) solutions utilizing supported partner telephony platforms such as Genesys Cloud CX, ensuring seamless integration with Salesforce.
- Implement the SCV partner telephony model, including telephony provider configuration, Contact Center Connector setup, and Salesforce-side SCV setup to optimize voice-based customer interactions.
- Configure Omni-Channel routing, voice-enabled queues, and agent workspace layouts to support efficient call handling and improved customer experience.
- Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks, ensuring real-time data flow and reliability.
- Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen-pop behavior, and event synchronization to facilitate smooth communication between systems.
- Design and refine Genesys Architect call flows and routing strategies aligned with Salesforce case management, contact routing, and skill-based routing models.
- Surface IVR data, call recordings, and transcription outputs within Salesforce Service Console to provide comprehensive agent support and insights.
- Diagnose and troubleshoot issues across Salesforce, SCV, and Genesys platforms, including authentication failures, event mismatches, and data synchronization gaps.
- Enable real-time transcription within Service Cloud Voice to support AI-driven insights, including in-call transcription, recommended actions, and post-call summaries.
- Integrate transcription outputs with AI tools such as Einstein Analytics to enhance agent decision-making and customer insights.




- Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update call records, and automate CRM workflows.
- Create Salesforce Flows and guided experiences to assist agents during calls, including call scripts, escalation procedures, and wrap-up processes.
- Design data capture mechanisms for telephony metrics, including call duration, outcomes, transfers, and customer satisfaction scores, linking them to Salesforce records.
- Build comprehensive reports and dashboards to monitor KPIs such as average handle time, first call resolution, queue performance, and agent utilization, integrating telephony data into broader analytics platforms.
- Collaborate with telephony engineers, contact center operations, and Salesforce architects to deliver integrated voice solutions aligned with business objectives.
- Document integration designs, configuration procedures, and operational runbooks, ensuring knowledge transfer and ongoing supportability.
- Provide training and support to administrators and team leads on Service Cloud Voice features, best practices, and operational procedures.

Perks At TCS, we offer a competitive compensation package complemented by comprehensive health insurance, wellness programs, and opportunities for career development. Our employees benefit from a dynamic work environment that encourages innovation, collaboration, and continuous learning. We provide flexible work arrangements, including remote work options, to support work-life balance. Additionally, TCS invests in cutting-edge technology and tools to empower our team members to succeed and grow within the organization. Employees also have access to leadership development programs, certifications, and global mobility opportunities to further enhance their careers.

Equal Opportunity

Tata Consultancy Services is an equal opportunity employer committed to fostering an inclusive workplace. We celebrate diversity and do not discriminate based on race, gender, age, religion, national origin, disability, sexual orientation, or any other protected characteristic. We believe that a diverse workforce enhances our ability

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