Solution Architect – Salesforce Service Cloud Voice (SCV) – Amazon Connect

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

Astra-North Infoteck Inc. is seeking a Solution Architect for Salesforce Service Cloud Voice (SCV) integrated with Amazon Connect. The role focuses on designing, configuring, and implementing voice-enabled contact center solutions with CRM and telephony integrations.

Responsibilities include omni-channel routing, Salesforce customization with Apex and Flows, and leading deployment teams to deliver scalable voice experiences.

Qualifications

• Experience designing and implementing voice-enabled contact center solutions.
• Expertise in CRM and telephony for optimized voice experiences.
• Salesforce integrations with internal and external systems.
• Implement Omni-channel routing for voice and digital channels.
• Customize Salesforce components: Apex, Flows and Process Builder.
• Translate business requirements into scalable contact center designs.
• Design SCV solutions by integrating Salesforce Service Cloud Voice with Amazon Connect.
• Understanding IVR flows, queues, routing profiles and Contact Lens.
• Support deployment and lead teams.
• Experience with telephony provider platforms (prefer Amazon Connect).

Responsibilities

• Design and implement voice-enabled contact center solutions.
• Coordinate Salesforce integrations with other systems.
• Develop Omni-channel routing for voice and digital channels.
• Customize Salesforce components (Apex, Flows, Process Builder).
• Lead deployment and cross-functional teams.

Skills

Salesforce SCV

Voice channel design

CRM integration

Apex & Flows

Omni-channel routing

Salesforce integration

Tools

Salesforce

Amazon Connect

IVR platforms

Process Builder

Flows

Job description

Solution Architect – Salesforce Service Cloud Voice (SCV) – Amazon Connect

Experience & Responsibilities

• 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).