IVR / Contact Centre Solution Architect
- Toronto, ON, Canada
Temps plein
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Détails de l’emploi
- Type d’emploi
- Temps plein
- Postuler avant le
- Expérience
- Experience: 10+ Years Required
- Langue de l’annonce
- Anglais · Français
- Publié
Description originale de l’offre
Version française de cette offre bilingue.
Experience: 10+ Years Required
Key Responsibilities
- Design and implement Salesforce Service Cloud Voice (SCV) and Amazon Connect contact center solutions.
- Design IVR flows, queues, routing profiles and Contact Lens.
Lire l’offre bilingue complète
Experience: 10+ Years Required
Key Responsibilities
Key Responsibilities
- Design and implement Salesforce Service Cloud Voice (SCV) and Amazon Connect contact center solutions.
- Strong 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.
- 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
- Strong troubleshooting and team leadership
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Responsabilités
Design and implement Salesforce Service Cloud Voice and Amazon Connect contact center solutions. Lead deployments and translate business requirements into scalable technical architectures and IVR flows.
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