About The Company - Service Cloud Voice Developer

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. With a rich history of innovation and excellence, TCS has established itself as a trusted partner for organizations seeking to transform their digital landscapes. The company operates in over 46 countries, serving clients across diverse industries including banking and finance, healthcare, manufacturing, and retail.

TCS is committed to fostering a culture of continuous learning, diversity, and inclusion, ensuring that its workforce remains at the forefront of technological advancements. Known for its collaborative approach and customer-centric solutions, TCS strives to deliver value-driven outcomes that help clients achieve their strategic objectives.

About The Role We are seeking an experienced Service Cloud Voice Developer to join our dynamic team at Tata Consultancy Services. The ideal candidate will possess a solid background in Salesforce development with specialized expertise in telephony and Computer Telephony Integration (CTI).

This role involves designing, implementing, and maintaining Service Cloud Voice solutions that enhance customer engagement and streamline contact center operations. The developer will work closely with cross-functional teams including telephony engineers, contact center operations, and Salesforce architects to deliver seamless voice solutions integrated with leading telephony platforms such as Genesys Cloud CX and Amazon Connect. The position offers an exciting opportunity to leverage cutting-edge AI and transcription technologies to optimize customer interactions and agent productivity.

Qualifications The successful candidate should have a minimum of 5+ years of experience working with Salesforce, particularly in Service Cloud and related platform components. Additionally, at least 2+ years of hands-on experience with telephony/CTI integrations, especially with platforms like Genesys Cloud CX and Amazon Connect, is essential. Strong proficiency in Salesforce development tools including Apex, Lightning Flow, and Visualforce is required.

Experience with Genesys Architect, OAuth configuration, and real-time transcription technologies is highly desirable. A solid understanding of contact center operations,



routing strategies, and analytics reporting is also necessary. Candidates should possess excellent problem-solving skills, be detail-oriented, and have the ability to work collaboratively in a fast-paced workplace. A bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

Responsibilities

- Service Cloud Voice Implementation: Design, configure, and deploy Salesforce Service Cloud Voice solutions utilizing supported partner telephony providers such as Genesys Cloud CX. This includes telephony provider setup, Contact Center Connector configuration, and Salesforce-specific SCV settings. Configure Omni-Channel routing, voice-enabled queues, and agent workspace layouts to optimize voice-based customer service operations. Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks to ensure seamless call handling.
- Genesys Cloud CX Integration: Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen-pop behavior, and event synchronization. Build 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 where supported. Diagnose and troubleshoot integration issues such as authentication failures, event mismatches, and call record synchronization gaps.
- Real-Time Transcription and AI Assist: Enable and configure real-time transcription within Service Cloud Voice to support AI-powered insights via Einstein and Agentforce. Connect transcription outputs to AI capabilities for in-call insights, recommended actions, and post-call summaries. Fine-tune AI inputs derived from voice transcripts to enhance accuracy, reduce manual effort,



and improve overall customer experience.
- Apex and Flow Development: Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update voice call records, and trigger CRM automation workflows. Create Salesforce Flows and guided experiences such as call scripts, escalation paths, and wrap-up flows to ensure consistent and efficient call handling. Integrate contextual screen flows that display relevant customer information upon call connection to enhance agent productivity.
- Telephony Data and Reporting: Design data capture mechanisms for call metrics including duration, outcomes, transfers, and customer satisfaction scores linked to Salesforce cases and contacts. Create comprehensive Service Cloud reports and dashboards to monitor KPIs such as average handle time, first call resolution, queue performance, and agent utilization. Integrate telephony data into broader CRM Analytics or Einstein Analytics platforms for advanced insights and decision-making.
- Collaboration and Documentation: Collaborate with telephony engineers, contact center operations teams, and Salesforce solution architects to deliver integrated voice solutions. Produce detailed documentation including integration designs, configuration guides, and operational runbooks. Provide training and knowledge transfer sessions to administrators and team leads to ensure operational excellence and ongoing support for SCV and telephony systems.

Benefits At Tata Consultancy Services, we are committed to offering a comprehensive benefits package that supports the well-being and professional growth of our employees. This includes competitive salary packages, health insurance, retirement plans, and paid time off. Employees have access to continuous learning opportunities, certifications, and technical training programs to enhance their skills. We promote a collaborative and inclusive work workplace that values diversity and fosters innovation. Additionally, TCS provides flexible working arrangements and wellness programs designed to promote work-life balance and overall employee satisfaction.

Equal Opportunity

Tata Consultancy Services is an equal opportunity employer. We celebrate diversity and are committed to creating

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