IVR / Contact Centre Solution Architect
- Toronto, ON, Canada
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- English
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Original job description
Role: IVR / Contact Centre Solution Architect
Location: Toronto, ON
Duration: Long Term Contract
Job Description:
IVR-Contact Center Solution Architect Position Salesforce Service Cloud Voice(1) Experience on Designing| Configuring and implementing Voice-Enabled Contact Center Solutions using Salesforce and any CIVR system(Amazon Connect preferred).(2) Should have expertise in CRM| Telephony Knowledge| Customer Service Operations to deliver optimized and scalable voice experiences.(3) Experience and Troubleshooting working with Salesforce Integrations with Other Internal and External Systems.(4) Experience in Implementing Omni-channel Routing for Voice and Digital Channels| also Salesforce Agent Force.(5) Experience Customizing Salesforce Components Apex| Flows and Process Builders.(6) Translate the Business Requirement into Scalable Contact center Designs| and Technical-Specifications.(7) Design SCV Solutions Integrating Salesforce Service Cloud Voice with Amazon Connect to improve Customer Interactions.(8) Understanding and experience on IVR Flows| Queues| Routing Profiles and Contact Lens.(9) Support Deployment and Lead the Teams.(10) Good to have experience working with Telephony Provider Platform with the Services (Preferably Amazon connect)
More about this job
Requirements
The role requires experience designing and implementing Salesforce-based voice contact center solutions, with expertise in CRM, telephony, and customer service operations. Candidates should have experience with Salesforce integrations, omnichannel routing, Salesforce customization using Apex and Flows, and preferably Amazon Connect and Contact Lens.
Skills
- Salesforce Service Cloud Voice
- Amazon Connect
- IVR
- Contact Center Architecture
- CRM
- Telephony
- Customer Service Operations
- Salesforce Integrations
- Omnichannel Routing
- Salesforce Agentforce
- Apex
- Salesforce Flows
- Process Builder
- IVR Flows
- Contact Lens
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Customer Service & Support
- Management & Leadership
- Consulting
Keywords
- Salesforce Service Cloud Voice
- Amazon Connect
- IVR
- Contact Center
- Solution Architecture
- Voice-Enabled Contact Center
- CRM
- Telephony
- Customer Service Operations
- Salesforce Integrations
- Omnichannel Routing
- Salesforce Agentforce
- Apex
- Salesforce Flows
- Process Builder
- IVR Flows
- Queues
- Routing Profiles
- Contact Lens
- Technical Specifications
- Deployment
- Team Leadership