IVR / Contact Centre Solution Architect

Apptoza Inc.; Toronto; On-site; CAD 120,000 - 170,000; Full time

Job summary

Apptoza Inc. in Toronto is seeking an IVR-Contact Center Solution Architect specializing in Salesforce Service Cloud Voice to design and implement voice-enabled customer interactions.

You will lead design efforts for Omni-channel routing, integrations with Salesforce and external systems, and mentor teams while translating business requirements into scalable contact center architectures, with a focus on Amazon Connect integration.

Qualifications

• Experience designing, configuring and implementing voice-enabled contact centers using Salesforce SCV.
• Expertise in CRM and telephony to deliver scalable, optimized voice experiences.
• Experience integrating Salesforce with internal and external systems.
• Implementing Omni-channel routing for voice and digital channels, incl. Salesforce Agent Force.
• Experience customizing Salesforce components: Apex, Flows and Process Builder.
• Translate business requirements into scalable contact center designs and specs.
• Design SCV solutions integrating Salesforce Service Cloud Voice with Amazon Connect.
• Understanding of IVR flows, queues, routing profiles and Contact Lens.
• Support deployment and lead the teams.
• Experience with telephony provider platforms, preferably Amazon Connect.

Responsibilities

• Lead deployment and integration efforts across voice and digital channels.
• Collaborate with cross-functional teams including sales, IT and operations.
• Ensure scalable and reliable voice experiences through architecture decisions.
• Troubleshoot integrations and deployments across systems.
• Provide technical guidance and mentorship to team members.

Skills

Salesforce SCV

CRM & Telephony

Omni-channel Routing

Salesforce Integrations

Apex

Flow & Process Builder

IVR Design

Amazon Connect

Team Leadership

Requirements Translation

Tools

Amazon Connect

Job description

Location: Toronto, ON

Duration: Long Term Contract

Job Description

IVR-Contact Center Solution Architect Position Salesforce Service Cloud Voice

• (1) Experience on Designing| Configuring and implementing Voice-Enabled Contact Center Solutions using Salesforce and any CIVR system(Amazon Connect preferred).
• (2) Should have expertise in CRM| Telephony Knowledge| Customer Service Operations to deliver optimized and scalable voice experiences.
• (3) Experience and Troubleshooting working with Salesforce Integrations with Other Internal and External Systems.
• (4) Experience in Implementing Omni-channel Routing for Voice and Digital Channels| also Salesforce Agent Force.
• (5) Experience Customizing Salesforce Components Apex| Flows and Process Builders.
• (6) Translate the Business Requirement into Scalable Contact center Designs| and Technical-Specifications.
• (7) Design SCV Solutions Integrating Salesforce Service Cloud Voice with Amazon Connect to improve Customer Interactions.
• (8) Understanding and experience on IVR Flows| Queues| Routing Profiles and Contact Lens.
• (9) Support Deployment and Lead the Teams.
• (10) Good to have experience working with Telephony Provider Platform with the Services (Preferably Amazon connect)