Salesforce Service Voice Developer/Architect

2 days ago

Gurgaon, Haryana, India Espire Infolabs Full time ₹ 20,00,000 - ₹ 25,00,000 per year

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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