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

• 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).