Experience:

10+ Years Required

Key Responsibilities

- Design and implement Salesforce Service Cloud Voice (SCV) and Amazon Connect contact center solutions.

- Strong understanding of CRM, IVR, Telephony and Customer Service Operations.

- Design IVR flows, queues, routing profiles and Contact Lens.

- Implement Omni-Channel Routing for voice and digital channels, including Salesforce Agentforce.

- Integrate Salesforce with internal/external systems and troubleshoot integrations.

- Customize Salesforce using Apex, Flows and Process Builder.

- Translate business requirements into scalable contact center architecture and technical designs.

- Lead deployments and provide technical guidance to development teams.

Must-Have Skills

- Salesforce Service Cloud Voice (SCV)

- Amazon Connect &
- Contact Center IVR

- Salesforce integrations &

- Omni-Channel

- IVR, Telephony &

- CRM

- Apex, Flows, Process Builder

- IVR Flows, Queues, Routing Profiles, Contact Lens

- Solution Architecture &

- Technical Design

- Robust troubleshooting and team leadership

📌 IVR / Contact Centre Solution Architect (Toronto)
🏢 Ju0026M Group
📍 Toronto