J&M Group
Actively Hiring
IT Staffing
IVR / Contact Centre Solution Architect
- Old Toronto
- |10 years of exp
- |Full Time
Posted: 1 week ago• Recruiter recently active
Job Location
Old Toronto
Remote Work Policy
In office
Visa Sponsorship
Not Available
RelocationAllowed
Skills
CRM
IVR
Telephony
Team Leadership
Apex
Technical Design
Solution architecture
Queues
Troubleshooting
Contact Lens
Process builder
Amazon Connect
Flows
Omni-Channel
Salesforce Integrations
Salesforce Service Cloud Voice
Routing Profiles
IVR Flows
About the job
Experience: 10+ Years Required
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.
Must-Have Skills
- 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
