service cloud voice developer

Role & 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 OmniChannel routing, SCV-enabled queues, and optimized agent workspace layouts to support efficient voicebased 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 GenesysSalesforce SCV connector, including OAuth setup, call controls, screenpop behavior, and event synchronization.
• Build and refine Genesys Architect call flows and routing strategies aligned with Salesforce case, contact, and skillbased 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 realtime transcription within Service Cloud Voice to support Einstein and Agentforcepowered insights.
• Connect transcription outputs to AI capabilities such as incall insights, recommended actions, and postcall 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, wrapup 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, contactcenter 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.

7. Certifications:

• Required: Salesforce Platform Developer I, Salesforce Administrator.
• Preferred: Salesforce Service Cloud Consultant, Genesys Cloud CX certifications.

Preferred candidate profile