Salesforce Service Cloud Voice W2 Only

Client: IGM
Role: IVR-Contact Center Solution Architect
Position: Salesforce Service Cloud Voice
Location: US Remote


* 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).