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 Solid troubleshooting and team leadership

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