Job title: IVR / Contact Centre Solution Architect

Location: Toronto, ON

Duration: Long Term Contract

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

📌 IVR / Contact Centre Architect (Toronto)
🏢 apptoza
📍 Toronto