IVR / Contact Centre Solution Architect (Salesforce experience with Amazon Connect)
Apptoza Inc.
IVR / Contact Centre Solution Architect (Salesforce experience with Amazon Connect)
Toronto, ON - Hybrid (3 Days WFO)
Experience Required: 10 & Above
12 months
Role Descriptions: 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)
Reference: WJ-4483_1269308