About The Company Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. With a rich legacy spanning over several decades, TCS has established itself as a trusted partner for organizations seeking innovative technology-driven solutions.

The company operates in multiple industries including banking and finance, healthcare, retail, manufacturing, and telecommunications, delivering scalable and sustainable solutions that drive digital transformation. TCS is committed to fostering a culture of excellence, continuous learning, and diversity, ensuring its workforce remains at the forefront of technological advancements and industry best practices. As part of the Tata Group, TCS upholds strong ethical standards and a dedication to social responsibility, making it a preferred employer for professionals worldwide.

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 deep expertise in Salesforce development, telephony systems, and CTI integrations.

The ideal candidate will be responsible for deploying Service Cloud Voice solutions, integrating telephony platforms such as Genesys Cloud CX and Amazon Connect, and optimizing the customer service experience through innovative voice solutions. The role involves collaborating with cross-functional teams including telephony engineers, contact center operations, and Salesforce architects to deliver seamless voice-enabled customer interactions. Additionally, the developer will leverage AI and real-time transcription capabilities to enhance agent productivity and customer satisfaction.

This position offers an exciting opportunity to work on cutting-edge cloud telephony solutions in a dynamic and fast-paced environment, contributing significantly to TCS’s digital transformation initiatives.

Qualifications The ideal candidate should possess a minimum of 5+ years of experience in Salesforce development, with specific expertise in Service Cloud and telephony integrations.



A strong background in CTI and telephony systems such as Genesys Cloud CX or Amazon Connect is essential, with at least 2+ years of hands-on experience in telephony/CTI implementation.

Proficiency in Salesforce development tools including Apex, Lightning Components, Flows, and Platform Events is required. Additionally, experience with Genesys Architect, OAuth configurations, and the development of connector integrations is highly desirable. Candidates should have a solid understanding of omnichannel routing, call scripting, and real-time transcription technologies.

Excellent problem-solving skills, strong communication abilities, and the capacity to work collaboratively in a team environment are critical for success in this role. A relevant Salesforce certification, such as Salesforce Certified Service Cloud Consultant or Salesforce Certified Platform Developer, will be advantageous.

Responsibilities

- Design, configure, and deploy Salesforce Service Cloud Voice solutions utilizing supported partner telephony platforms, including Genesys Cloud CX and Amazon Connect.
- Implement the SCV Partner Telephony model, managing telephony provider configurations, Contact Center Connector setups, and Salesforce-side SCV configurations to ensure seamless voice interactions.
- Configure Omni-Channel routing, voice-enabled queues, and agent workspace layouts to optimize voice-based customer service operations.
- Develop, maintain, and troubleshoot Genesys–Salesforce SCV connectors, including OAuth setup, call controls, event synchronization, and screen-pop behaviors.
- Create and refine Genesys Architect call flows and routing strategies aligned with Salesforce case management and contact routing models.
- Integrate real-time transcription, AI-powered insights,



and call analytics within Service Cloud, enhancing agent productivity and customer experience.
- Develop Apex classes, event handlers, and Salesforce Flows to automate telephony events, update call records, and facilitate CRM automation processes.
- Design and implement telephony data capture mechanisms for key performance indicators such as call duration, outcomes, transfers, and customer satisfaction scores.
- Create comprehensive reports and dashboards within Service Cloud and CRM Analytics to monitor KPIs like average handle time, first call resolution, and agent utilization.
- Collaborate with cross-functional teams to ensure the successful integration of telephony solutions, document configurations, and operational procedures.
- Conduct training sessions and knowledge transfer activities for administrators and support teams to ensure effective management of Service Cloud Voice features.

Perks At TCS, employees are offered a competitive compensation package along with comprehensive health and wellness benefits. The organization encourages continuous learning and development through various training programs, certifications, and knowledge-sharing initiatives. Employees have access to a collaborative work environment that fosters innovation, diversity, and inclusion. TCS also offers flexible work arrangements, recognition programs, and opportunities for career advancement across global markets. Being part of a leading multinational corporation, employees can benefit from exposure to diverse projects, cutting-edge technology, and a culture that values integrity, excellence, and social responsibility.

Equal Opportunity

Tata Consultancy Services is an equal opportunity employer. We are committed to creating an inclusive environment where all employees and applicants are treated with respect and fairness, regardless of race, gender, age, religion, national origin, sexual orientation, disability, or any other characteristic protected by law. We believe diversity drives innovation and excellence, and we actively promote a culture of equity and inclusion across all levels of the organization.

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