Salesforce Service Cloud voice Consultant

Role: Salesforce Service Cloud voice Consultant 

Company Name : WillWare Technologies 

Work Model : Fulltime / Hybrid

Experience : 7+ Years 

Work Location : Noida 

Skills :

Design and implement Salesforce Service Cloud voice solutions using Salesforce Service Cloud Voice 7 to 8 Years experience. 

Configure and manage call routing, IVR, and voice workflows.

Integrate telephony platforms such as Connect CXone, Genesys, Amazon Connect to Service Cloud Voice or other CTI systems with Salesforce.

Must have Skills: Salesforce Service Cloud, Salesforce Service Cloud voice, APEX, LWC, Visual force, Omni-Channel, CTI integration, Call routing, REST/SOAP API.

Good to have Skills: SalesForce CRM - Community Cloud, Einstein, Sprout Social.

Roles and Responsibilities:

• Design and implement Salesforce Service Cloud voice solutions using Salesforce Service Cloud Voice.
• Configure and manage call routing, IVR, and voice workflows.
• Integrate telephony platforms such as Connect CXone, Genesys, Amazon Connect to Service Cloud Voice or other CTI systems with Salesforce.
• Build automation using Flows, Omni-Channel, and Case Management.
• Expertise in Case Management, Omni-Channel, Knowledge, and Entitlements.
• Develop custom solutions using Apex, Lightning Web Components (LWC), and APIs.
• Configure call transcription, call recording, and real-time call analytics.
• Implement Omni-Channel routing for voice and digital channels.
• Work with business stakeholders to gather requirements and translate them into technical solutions.
• Troubleshoot voice integration issues and performance problems.
• Ensure best practices for security, scalability, and performance.