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

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

Experience Required: 10 & Above

Hiring Mode: Contract (12 months + possible extension)

Pay: up-to CAD 70/Hr.

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

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