Skill: Salesforce Service Cloud Voice Developer
Experience Range: 4 to 10 years
Location: PAN INDIA
Must Have Skills:
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.
