Job Title: IVR / Contact Centre Solution Architect (Salesforce experience with Amazon Connect)

Job Location: Toronto, ON - Hybrid (3 Days WFO)

Long Term Contract

IVR-Contact Center Solution Architect Position Salesforce Service Cloud Voice

- 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.Valuable to have experience working with Telephony Provider Platform with the Services (Preferably Amazon connect)

📌 IVR / Contact Centre Solution Architect (Toronto)
🏢 Realtek Consulting
📍 Toronto