Job Description - Service Cloud Voice DeveloperAbout The Company

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions, with a presence in over 46 countries. Renowned for its innovative approach and commitment to excellence, TCS empowers organizations across various industries to transform their businesses through cutting-edge technology and comprehensive digital solutions. With a rich legacy spanning decades, TCS continues to drive growth, foster innovation, and deliver value to its clients worldwide. The company prides itself on its talented workforce, customer-centric approach, and dedication to sustainable and responsible business practices.

About The Role

The Service Cloud Voice Developer at TCS will be responsible for designing, implementing, and maintaining advanced telephony integrations within Salesforce Service Cloud using Service Cloud Voice (SCV). This role requires a deep understanding of Salesforce platform development, telephony frameworks, and contact center operations. The successful candidate will collaborate closely with cross-functional teams including telephony engineers, contact center managers, and solution architects to deliver seamless voice-enabled customer service solutions. The ideal candidate will have a strong background in Salesforce development, experience with telephony/CTI integrations, and familiarity with AI-driven insights and transcription services. This position offers an exciting chance to work on innovative voice solutions that enhance customer engagement and operational efficiency across diverse client environments.

Qualifications

The ideal candidate should possess a minimum of 5+ years of experience working with Salesforce platform development and configuration, with at least 2+ years specifically focused on telephony or Computer Telephony Integration (CTI). A strong understanding of Salesforce Service Cloud, Omni-Channel routing, and contact center operations is essential. Experience with telephony providers such as Genesys Cloud CX and Amazon Connect is highly preferred. Candidates should demonstrate proficiency in Apex development, Salesforce Flows, and integration techniques including OAuth, REST, and SOAP APIs. Knowledge of Genesys Architect, real-time transcription,



and AI integration within Service Cloud Voice is highly desirable. A bachelor's degree in Computer Science, Information Technology, or a related field is typically required, along with relevant certifications in Salesforce and telephony solutions.

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 environments.
- Implement the SCV partner telephony model, including telephony provider configuration, Contact Center Connector setup, and Salesforce-specific SCV configurations to support efficient voice-based customer service operations.
- Configure Omni-Channel routing, SCV-enabled queues, and optimize agent workspace layouts to facilitate smooth voice interactions and maximize agent productivity.
- Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using partner telephony frameworks, ensuring real-time data flow and call control.
- Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen-pop behavior, and event synchronization to ensure reliable communication between systems.
- Build and optimize Genesys Architect call flows and routing strategies aligned with Salesforce case, contact, and skill-based routing models to improve call handling efficiency.
- Surface IVR data, call recordings, and transcription outputs within Salesforce Service Console where supported, providing agents with comprehensive customer interaction insights.
- Diagnose and troubleshoot 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 analytics and post-call summaries.
- Integrate transcription outputs with AI capabilities such as Einstein or Agentforce to generate insights, recommended actions, and automate follow-up processes.
- Develop Apex classes, event handlers, and platform event logic to process telephony events, update call records, and trigger CRM automations effectively.
- Create Salesforce Flows and guided experiences for agents, including call scripts, escalation paths, and wrap-up processes to ensure consistent and efficient call handling.
- Design data capture mechanisms for call metrics such as duration, outcomes, transfers, and customer satisfaction scores, linking these to Salesforce cases and contacts.
- Develop comprehensive reports and dashboards within Service Cloud to monitor key performance indicators like average handle time, first call resolution, queue performance, and agent utilization.
- Integrate telephony data into broader CRM Analytics or Einstein Analytics platforms for advanced reporting and insights generation.
- Collaborate with cross-functional teams to deliver cohesive voice solutions, produce detailed documentation, and conduct knowledge transfer sessions for administrators and team leads.

Benefits

Joining TCS offers a competitive benefits package including health insurance, retirement plans, and paid time off. Employees have access to ongoing learning and development programs, certifications, and career advancement opportunities. The company fosters a collaborative and inclusive work environment, emphasizing innovation and employee well-being. TCS also provides flexible work arrangements, recognition programs, and resources to support work-life balance. As part of a global organization, employees gain exposure to diverse projects, cutting-edge technologies, and a network of industry experts dedicated to professional growth and success.

Equal Opportunity

Tata Consultancy Services is an equal opportunity employer committed to fostering an inclusive environment for all employees. We celebrate diversity and are dedicated to creating a workplace where every individual is respected, valued, and given equal opportunity to succeed regardless of race,

📌 Cloud Developer (India)
🏢 FetchJobs.co
📍 India