Solution Architect – Salesforce Service Cloud Voice (SCV) – Amazon Connect

Experience & Responsibilities

- Experience on Designing, Configuring and implementing Voice-Enabled Contact Center Solutions using Salesforce and any CIVR system (Amazon Connect preferred).

- Should have expertise in CRM, Telephony Knowledge, Customer Service Operations to deliver optimized and scalable voice experiences.
- Experience and Troubleshooting working with Salesforce Integrations with Other Internal and External Systems.
- Experience in Implementing Omni-channel Routing for Voice and Digital Channels, also Salesforce Agent Force.
- Experience Customizing Salesforce Components: Apex, Flows and Process Builders.
- Translate the Business Requirement into Scalable Contact center Designs, and Technical-Specifications.
- Design SCV Solutions: Integrating Salesforce Service Cloud Voice with Amazon Connect to improve Customer Interactions.
- Understanding and experience on IVR Flows, Queues, Routing Profiles and Contact Lens.
- Support Deployment and Lead the Teams.
- Positive to have experience working with Telephony Provider Platform with the Services (Preferably Amazon Connect).

📌 Solution Architect – Salesforce Service Cloud Voice (SCV) – Amazon Connect (Toronto)
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