IVR / Contact Centre Solution Architect
- Toronto, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- Experience: 10+ Years Required
- Posting language
- English · French
- Posted
Original job description
English section of this bilingual listing.
- Strong understanding of CRM, IVR, Telephony and Customer Service Operations.
- Implement Omni-Channel Routing for voice and digital channels, including Salesforce Agentforce.
- Integrate Salesforce with internal/external systems and troubleshoot integrations.
- Customize Salesforce using Apex, Flows and Process Builder.
- Translate business requirements into scalable contact center architecture and technical designs.
- Lead deployments and provide technical guidance to development teams.
Must-Have Skills
- Salesforce Service Cloud Voice (SCV)
- Amazon Connect & Contact Center IVR
- Salesforce integrations & Omni-Channel
- IVR, Telephony & CRM
- Apex, Flows, Process Builder
- IVR Flows, Queues, Routing Profiles, Contact Lens
- Solution Architecture & Technical Design
- Strong troubleshooting and team leadership
Read the full bilingual original
Experience: 10+ Years Required
Key Responsibilities
Key Responsibilities
- Design and implement Salesforce Service Cloud Voice (SCV) and Amazon Connect contact center solutions.
- Strong understanding of CRM, IVR, Telephony and Customer Service Operations.
- Design IVR flows, queues, routing profiles and Contact Lens.
- Implement Omni-Channel Routing for voice and digital channels, including Salesforce Agentforce.
- Integrate Salesforce with internal/external systems and troubleshoot integrations.
- Customize Salesforce using Apex, Flows and Process Builder.
- Translate business requirements into scalable contact center architecture and technical designs.
- Lead deployments and provide technical guidance to development teams.
- Salesforce Service Cloud Voice (SCV)
- Amazon Connect & Contact Center IVR
- Salesforce integrations & Omni-Channel
- IVR, Telephony & CRM
- Apex, Flows, Process Builder
- IVR Flows, Queues, Routing Profiles, Contact Lens
- Solution Architecture & Technical Design
- Strong troubleshooting and team leadership
More about this job
Requirements
Requires over 10 years of experience with strong expertise in Salesforce SCV, Amazon Connect, and CRM integrations. Must be proficient in Apex, Flows, and the design of routing profiles and queues.
Skills
- Salesforce Service Cloud Voice
- Amazon Connect
- IVR Design
- Omni-Channel Routing
- Apex
- Salesforce Flows
- Process Builder
- Contact Lens
- Solution Architecture
- CRM Integration
- Telephony
- Technical Design
- Troubleshooting
- Team Leadership
- Salesforce Agentforce
- Routing Profiles
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Consulting
- Engineering
- Customer Service & Support
Keywords
- Salesforce
- Service Cloud Voice
- Amazon Connect
- IVR
- CRM
- Telephony
- Omni-Channel
- Agentforce
- Apex
- Flows
- Process Builder
- Contact Lens
- Solution Architecture
- Routing Profiles
- Queues
- IT Consulting
- Contact Center
- Technical Design
- Integration