Technical Architect

Technical Architect – with Amazon Connect and Salesforce Service Cloud Experience

PlanIT seeks a highly ambitious and highly entrepreneurial self starter to support one of our key healthcare customers. The ideal candidate will be a self starter, highly entrepreneurial, driven and a creative problem solver.

Job Description:

The Technical Architect with Amazon Connect and Salesforce Service cloud experience will have relevant experience with Salesforce Service Cloud voice set up and Amazon Connect. This professional will be a hands on technical leader with the relevant technical skills and background to drive IT driven business outcomes. Prior experience working with healthcare providers and payers is also required.

Required Skills and Experience:

Experience working with Salesforce Service Cloud and Amazon Connect is REQUIRED:

• Voice call routing
• 24/7 presence statuses with alerts and queue configuration
• Routing configuration
• Data Model updates & Page layouts
• Add Callers and Transfer Calls
• Setup Call Transcription - more Amazon work if needed
• Click to Dial
• Screen pops w/notifications i.e. protocol for a specific building; open cases for a specific building (omni channel xfer flow)
• Mobile access (Voice is not supported on Salesforce Mobile or iPad but user phone can be their mobile)
• Omni Supervisor Call Monitoring
• Add link to Amazon Real time Call Metrics
• Link Case to Voice RecordWorking with Case and Task Management
• Enable Voice Mail Recording
• Enable Call Recording
• Security including Single Sign on
• Standard Call reporting with dashboards including time answered, hold, AHT, transfers, etc.

Nice to haves and desirable skillsets

• Experience working with healthcare providers or payers is REQUIRED
• Experience working hands on with Amazon Connect and Salesforce Service Cloud is REQUIRED
• Experience working with global teams is highly desired