Experience: 10+ Years Required

Key Responsibilities:
Design and implement Salesforce Service Cloud Voice (SCV) and Amazon Connect contact center solutions.
Robust 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
🏢 J M Group
📍 Toronto