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:

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

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• Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen‐pop behavior, and event synchronization.
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• Build and refine Genesys Architect call flows and routing strategies aligned with Salesforce case, contact, and skill‐based routing models.
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• Surface IVR data, call recordings, and transcription outputs inside the Salesforce Service Console where supported.
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• Diagnose and resolve issues across Salesforce, SCV, and Genesys—such as authentication failures, event mismatches, and call record sync gaps.
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3. Real-Time Transcription and AI Assist:

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

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• Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update voice call records, and trigger CRM automation.
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• Build Salesforce Flows and guided agent experiences (e.g., call scripts, escalation paths, wrap‐up flows) to support consistent call handling.
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• Implement contextual screen-flow integrations that display relevant customer information when a call connects.
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5. Telephony Data and Reporting:

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

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