Location: Toronto, ON Duration: Long Term Contract Job Description
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) Valuable to have experience working with Telephony Provider Platform with the Services (Preferably Amazon connect)