IVR / Contact Centre Solution Architect Job at J M Group Inc, Ontario, CA

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  • J M Group Inc
  • Ontario, CA

Job Description

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

Job Tags

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