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

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

Duration: 12 months

Pay Range: C$68 INC

Experience Required: 10 & Above

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

Custom Fields

Name: Parent

Value: IS-BFSI-Canada-1-Parent

Name: Type of Asset

Value: None

Name: Work Location CDF

Value: ~Toronto 24th Floor~NORTH YORK, ONTARIO~

Name: Work Assignment Location

Value: Hybrid

Name: Requisition ID

Value: 10930273

Name: Assets

Value: None

Name: Child

Value: IS-BFSI-Canada-1-Group1

Name: Business Vertical

Value: CL-BFSI Americas 2

📌 IVR / Contact Centre Solution Architect (Salesforce experience with Amazon Connect) (Toronto)
🏢 Artech
📍 Toronto