IVR / Contact Centre Solution Architect
J M Group Inc
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
Vacancy posted 1 day ago
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