17 Sep
|
PeoplePilot
|
Toronto
17 Sep
PeoplePilot
Toronto
Strong understanding of contact Centre and IVR architecture, including telephony, ACD, CTI, SIP, DTMF, speech IVR, call routing, queue management, call recording, agent desktop, and omnichannel service capabilities. Hands-on experience with Salesforce Service Cloud Voice, including Omni-Channel routing, voice call records, screen pop, agent console configuration, case creation, call disposition, Salesforce CRM object integration, and reporting. Solid working knowledge of Amazon Connect, including contact flows, queues, routing profiles, hours of operation, prompts, Amazon Lex integration, AWS Lambda integration, Contact Trace Records, call recording, and Contact Lens analytics. Experience designing end-to-end IVR and contact flows across Salesforce Service Cloud Voice and Amazon Connect, including customer authentication, self-service options, skill-based routing, escalation paths, callback handling, and agent
📌 Ivr / Contact Centre Solution Architect (Toronto)
🏢 PeoplePilot
📍 Toronto