Service cloud voice developer

Job Title:

Service Cloud Voice Developer

Experience Required:

Minimum 5+ Years (Salesforce); 2+ Years (Telephony/CTI)

Skills & Responsibilities:

1. Service Cloud Voice Implementation:

Design, configure, and deploy Salesforce Service Cloud Voice (SCV) using supported Partner Telephony solutions, including Genesys Cloud CX. Implement the SCV Partner Telephony model, including telephony provider configuration, Contact Center Connector setup, and Salesforce-side SCV configuration. Configure Omni‐Channel routing, SCV-enabled queues, and optimized agent workspace layouts to support efficient voice‐based service operations. Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks.

2. 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, contact, and skill‐based routing models. Surface IVR data, call recordings, and transcription outputs inside the Salesforce Service Console where supported. Diagnose and resolve issues across Salesforce, SCV, and Genesys—such as authentication failures, event mismatches, and call record sync gaps.

3. Real-Time Transcription and AI Assist:

Enable and configure real‐time transcription within Service Cloud Voice to support Einstein‐ and Agentforce‐powered insights. Connect transcription outputs to AI capabilities such as in‐call insights, recommended actions, and post‐call summary generation. Tune AI inputs derived from voice transcripts to improve accuracy and reduce manual agent effort.

4. 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. Build Salesforce Flows and guided agent experiences (e.g., call scripts, escalation paths, wrap‐up flows) to support consistent call handling. Implement contextual screen-flow integrations that display relevant customer information when a call connects.

5. Telephony Data and Reporting:

Design data capture for call metrics including duration, outcomes, transfers, and satisfaction scoring tied to Salesforce cases and contacts. Create Service Cloud reports and dashboards for key KPIs such as AHT, FCR, queue performance, and agent utilization. Integrate telephony data into broader CRM Analytics / Einstein Analytics reporting where applicable.

6. Collaboration and Documentation:

Collaborate with telephony engineers, contact‐center operations, and Salesforce Solution Architects to deliver cohesive voice solutions. Produce detailed documentation including integration designs, configuration guides, and operational runbooks. Provide knowledge transfer and training to administrators and team leads on SCV and telephony operational features.