Solution Architect – Salesforce Service Cloud Voice (SCV) – Amazon Connect
Summary
Solution Architect designing and implementing voice-enabled contact center solutions using Salesforce Service Cloud Voice (SCV) integrated with Amazon Connect, covering IVR flows, omni-channel routing, CRM/telephony, and Salesforce customization (Apex, Flows, Process Builder).
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).