Contact Center Solution Architect
- Toronto, ON, Canada
Pay Range: CAD 750-80/hr · Contract
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Job details
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- Pay Range: CAD 750-80/hr
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Original job description
Pay Range: CAD 750-80/hr
IVR / Contact Centre Solution Architect (Salesforce experience with Amazon Connect)
Experience Required: 10 & Above
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)
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Requirements
Requires 10 or more years of experience designing, configuring, and implementing contact center solutions, with Salesforce Service Cloud Voice and Amazon Connect experience preferred. Candidates should have expertise in CRM, telephony, customer service operations, Salesforce integrations and customization, and voice and digital channel routing.
Skills
- Salesforce Service Cloud Voice
- Amazon Connect
- IVR
- CRM
- Telephony
- Customer Service Operations
- Salesforce Integrations
- Omnichannel Routing
- Salesforce Agentforce
- Apex
- Salesforce Flows
- Process Builder
- Contact Lens
- Team Leadership
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Customer Service & Support
- Consulting
- Management & Leadership
Keywords
- Salesforce
- Salesforce Service Cloud Voice
- Amazon Connect
- IVR
- Contact Center
- CRM
- Telephony
- Customer Service Operations
- Voice-Enabled Contact Center
- Salesforce Integrations
- Omnichannel Routing
- Digital Channels
- Salesforce Agentforce
- Apex
- Salesforce Flows
- Process Builder
- Contact Lens
- IVR Flows
- Queues
- Routing Profiles
- Technical Specifications
- Solution Design
- Deployment
- Team Leadership