Salesforce Service Cloud Voice Developer

Company: WillWare Technologies

Role: Salesforce Service Cloud Voice Developer

Experience: 6+ Years

Location: Noida

Job Description

We are looking for an experienced Salesforce Service Cloud Voice Developer to design, implement, and manage voice-based customer service solutions within Salesforce. The ideal candidate should have strong expertise in Service Cloud, CTI integrations, and telephony platforms, along with hands-on development experience in Apex and Lightning Web Components (LWC).

Must Have:

• 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.

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.