Shape customer experiences by leveraging your skills as a Contact Center Solution Architect with expertise in Amazon Connect and Salesforce Service Cloud Voice. This role focuses on designing intelligent IVR and call flow systems to streamline customer service.You will be instrumental in architecting Contact Center solutions that integrate with both Salesforce and Amazon Connect. Your responsibilities will include engaging with stakeholders to outline customer journeys and ensuring that solutions adhere to best practices in scalability, security, and compliance.



Lead the design of omnichannel service capabilities and improve customer interactions using cutting-edge technology.Key Responsibilities:Design and define call flow and routing strategies for efficiencyLead workshops to gather integration and reporting requirementsArchitect IVR and CTI systems integrating various platformsCreate API-based solutions to enhance customer service processesSupport troubleshooting and identify process improvement areasRequirements:Extensive knowledge of Salesforce Service Cloud VoiceProficient in designing with Amazon ConnectExperience with MuleSoft for seamless integrationFamiliarity with AI and automation strategiesUnderstanding of governance and security protocolsDrive transformative solutions that enhance customer interactions through effective Contact Center design.#J-18808-Ljbffr

📌 Amazon Connect Contact Center Architect (Toronto)
🏢 Amazon
📍 Toronto