Salesforce Service Voice Developer/Architect

3 weeks ago

Gurugram, India Espire Infolabs Full time

Job Summary: We are seeking a skilled Salesforce Developer or Architect with strong hands-on
experience in Service Cloud Voice to support the implementaon, integraon, and op¢miza¢on of
voice capabili¢es within our Salesforce ecosystem. The ideal candidate will have a deep understanding of
contact centre technologies and be able to bridge the gap between business needs and technical
solu¢ons.
Key Responsibili¢es:
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Lead or support the design, implementa¢on, and integra¢on of Salesforce Service Cloud Voice
with Amazon Connect or other telephony pla¢orms.
Collaborate with internal stakeholders, business analysts, and technical teams to gather and
analyze requirements.
Develop custom solu¢ons, integra¢ons, and congura¢ons within Salesforce to support voice
workows.
Provide guidance on best prac¢ces and architecture pa¢erns for scalable, reliable
implementa¢ons.
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Work with APIs and connectors to integrate Salesforce with third-party systems.
Create technical documenta¢on, solu¢on design documents, and deployment plans.
Troubleshoot and resolve issues related to Service Cloud Voice features, telephony integra¢ons,
and user experience.
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Provide training or knowledge transfer to internal teams if required.
Experience with Einstein Conversa¢on Insights and Speech Analy¢cs.
Background in Agile methodologies and DevOps prac¢ces.
Required Skills & Experience:
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5+ years of Salesforce pla¢orm experience, including 2+ years specically working with Service
Cloud and Service Cloud Voice.
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Proven experience integra¢ng Amazon Connect or other CTI/telephony systems with Salesforce.
Strong knowledge of Salesforce Omni-Channel, Einstein Bots, Voice Call Transcripts, Call
Recording, and Real-¢me Call Monitoring features.
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Experience with Salesforce APIs, Flows, Apex, Lightning Components (LWC).
Familiarity with AWS services involved in Service Cloud Voice setup.
Strong understanding of contact center opera¢ons and voice workow design.
Salesforce cer¢ca¢ons preferred:
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Salesforce Service Cloud Consultant
Salesforce Pla¢orm Developer
Salesforce Cer¢ed Technical Architect (nice to have)
Amazon Connect cer¢ca¢on (op¢onal but benecial)

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