Project Overview We are implementing a voice integration between Aircall and Salesforce Service Cloud (Lightning) to support our customer support workflows. We will be using the Aircall CTI integration for Salesforce (AppExchange plugin) which embeds the Aircall softphone directly inside Salesforce Lightning and logs calls, recordings, transcripts, and summaries into Salesforce records. We need an experienced Salesforce consultant to configure the integration and implement the automation layer around cases and call activities. Technology Stack: - Salesforce Service Cloud (Lightning Experience) - Aircall CTI Integration for Salesforce (AppExchange plugin) - Salesforce Flows (Record-Triggered Flow / Automation) - Standard Salesforce objects: Cases, Contacts, Accounts, Tasks / Activities - Aircall AI call summaries and transcripts The Aircall plugin already passes call recordings, transcripts, and summaries into Salesforce. The work required is primarily around automation, routing logic, and data linking. Scope: - Install / validate configuration of the Aircall Salesforce CTI plugin - Embed the Aircall softphone within Salesforce Lightning - Ensure incoming calls open the correct Contact / Account record - Configure how call logs and transcripts are stored in Salesforce activities - Implement automation to create Cases based on incoming numbers or routing logic - Link call activities and transcripts to the correct Case records - Configure Service Cloud Flows for case creation, assignment, and automation - Ensure the data model supports reporting and future analytics Requirements: - Strong Salesforce Service Cloud experience - Expert-level Salesforce Flows - Experience implementing CTI / telephony integrations - Experience with Aircall Salesforce integration strongly preferred - Good understanding of Salesforce data model (Cases, Tasks, Activities) Nice to Have: - Experience with contact center implementations - Experience with call transcription / conversation intelligence - Familiarity with Salesforce Data Cloud or AI features Deliverables: - Fully functional Aircall CTI embedded in Salesforce Lightning - Calls automatically linked to Contacts / Accounts - Call transcripts and summaries visible within Salesforce - Automated Case creation based on call routing rules - Activities correctly linked to Cases - Documented automation logic and flows