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Job details

Soroc is looking for a IVR/ Contact Centre Solution Architect on 12 months contract. IVR / Contact Centre Solution Architect (Salesforce experience with Amazon Connect) Toronto, ON - Hybrid (3 Days WFO) Experience Required: 10 & Above 12 months contract, renewable Rate: $80-90/hr incorp Role Descriptions: IVR-Contact Center Solution 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)

What you’ll do

Design and implement scalable voice-enabled contact center solutions integrating Salesforce Service Cloud Voice with Amazon Connect. Translate business requirements into technical specifications and lead deployment teams to optimize customer interactions.

Requirements

Requires over 10 years of experience with expertise in CRM, telephony, and Salesforce customization using Apex and Flows. Proficiency in IVR flows, routing profiles, and Amazon Connect is essential.

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Salesforce Service Cloud Voice
• Amazon Connect
• IVR Design
• Contact Center Architecture
• Omni-channel Routing
• Apex
• Salesforce Flows
• Process Builder
• CRM Integration
• Telephony Knowledge
• Salesforce Agent Force
• Technical Specification Writing

Job areas

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