IVR / Contact Centre Solution Architect

Résumé du poste

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.

Détails du poste

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

Ce que vous ferez

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.

Exigences

Requires over 10 years of experience with strong expertise in Salesforce SCV, Amazon Connect, and CRM integrations. Must be proficient in Apex, Flows, and the design of routing profiles and queues.

Compétences indiquées

• Flows · Souhaitée
• Service à la clientèle · Souhaitée
• Technical · Souhaitée
• Leadership · Souhaitée
• Process · Souhaitée
• Integrations · Souhaitée
• Development · Souhaitée
• Team Leadership · Souhaitée
• Salesforce · Souhaitée
• Customer · Souhaitée
• Apex · Souhaitée
• CRM · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Salesforce Service Cloud Voice
• Amazon Connect
• IVR Design
• Omni-Channel Routing
• Apex
• Salesforce Flows
• Process Builder
• Contact Lens
• Solution Architecture
• CRM Integration
• Telephony
• Technical Design
• Troubleshooting
• Team Leadership
• Salesforce Agentforce
• Routing Profiles

Domaines d’emploi

• Technology
• Software
• Consulting
• Engineering
• Customer Service & Support