Astra North Infoteck Inc.
Solution Architect – Salesforce Service Cloud Voice, Amazon Connect & Contact Center
Designs and implements voice-enabled contact center solutions using Salesforce Service Cloud Voice and Amazon Connect. Responsible for integrations, Omni-channel routing, customizing Salesforce components, and leading technical teams.
- Compensation
- Not disclosed
- Location
- Toronto, Canada
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Architecture
- Posted
Skills
Must have
- Experience on Designing, Configuring and implementing Voice-Enabled Contact Center Solutions
- Expertise in CRM, Telephony Knowledge, and Customer Service Operations
- Experience and Troubleshooting working with Salesforce Integrations
- Experience in Implementing Omni-channel Routing for Voice and Digital Channels
- Experience Customizing Salesforce Components: Apex, Flows and Process Builders
- Translate Business Requirements into Scalable Contact Center Designs
- Design SCV Solutions integrating Salesforce Service Cloud Voice with Amazon Connect
- Understanding and experience on IVR Flows, Queues, Routing Profiles and Contact Lens
- Support Deployment and Lead Teams
Nice to have
- Experience working with Telephony Provider Platform (e.g., Amazon Connect)
Full description
Solution Architect – Salesforce Service Cloud Voice, Amazon ConnectSolution Architect Position Salesforce Service Cloud Voice:
- Experience on Designing, Configuring and implementing Voice-Enabled Contact Center Solutions using Salesforce and any CIVR system(Amazon Connect preferred).
- Should have expertise in CRM, Telephony Knowledge, Customer Service Operations to deliver optimized and scalable voice experiences.
- Experience and Troubleshooting working with Salesforce Integrations with Other Internal and External Systems.
- Experience in Implementing Omni-channel Routing for Voice and Digital Channels, also Salesforce Agent Force.
- Experience Customizing Salesforce Components: Apex, Flows and Process Builders.
- Translate the Business Requirement into Scalable Contact center Designs, and Technical-Specifications.
- Design SCV Solutions: Integrating Salesforce Service Cloud Voice with Amazon Connect to improve Customer Interactions.
- Understanding and experience on IVR Flows, Queues, Routing Profiles and Contact Lens.
- Support Deployment and Lead the Teams.
- Good to have experience working with Telephony Provider Platform with the Services (Preferably Amazon connect).