Service Cloud Voice Developer

Job Description – Service Cloud Voice Integration Specialist

Work Mode: Permanent Remote

Role Overview
We are looking for a highly skilled Service Cloud Voice Integration Specialist to
design, implement, and optimize Salesforce Service Cloud Voice solutions. This role
focuses on telephony integration within Salesforce to enable seamless call
centre operations, improve customer engagement, and enhance agent productivity
through AI-driven insights and unified reporting.
Key Responsibilities
 Salesforce Development & Integration
 Design, develop, and maintain solutions on Salesforce with a focus on Sales
Cloud, Service Cloud, and Service Voice Cloud.
 Integrate Service Cloud Voice for smooth inbound and outbound call routing.
 Omni-Channel Setup and Configure omni-channel routing for calls, chats, and
emails based on skills, availability, and priority.
 Enable agents to manage a unified queue across voice and digital channels.
 Agent Workspace Customization
 Build enhanced agent experiences with customer screen pops (account, case
history, tickets).
 Enable case logging, guided scripts, and access to knowledge articles.
 AI & Automation
 Deploy real-time call transcription within Service Cloud Voice.
 Leverage Einstein AI for next-best actions, recommendations, and compliance
prompts.
 Supervisor & Monitoring Tools
 Reporting & Analytics, Dashboard reation
 Cross-Platform Integration
 Work on Salesforce integrations with enterprise applications (Boomi, SAP,
PowerBI, Workday).
 Handle queues, email-to-case, routing, territories, and bulk changes.
 Build new Salesforce applications and complex flows per business
requirements.

Required Skills & Qualifications
 Strong expertise in Salesforce Service Cloud and Service Cloud Voice.
 Proficiency in Omni-Channel routing, agent console configuration, and case
management.
 Experience with Einstein AI, real-time transcription, and AI-driven tools.
 Strong communication, stakeholder management, and problem-solving skills.
 Experience with JIRA Projects and ServiceNow (desirable).

Mandatory Qualifications
 Salesforce Developer certification(s).
 Some architectural experience in Salesforce solution design.
 Proven experience in Sales Cloud, Service Cloud, Service Voice Cloud
Preferred Qualifications
 Salesforce Certifications: Service Cloud Consultant, Salesforce Administrator,
or Voice Specialization.
 Prior experience in Telephony Integration.
 Strong skills in Salesforce analytics, advanced flow configurations, and
enterprise integrations.
 Knowledge of integration methodologies across enterprise platforms.

Background Verification (BGV) Documents Required
 UAN (Universal Account Number)
 PAN Card
 Aadhaar Card
 Relieving letters and offer letters from previous employment
 Any other documents required for the standard BGV process