Job Description
Title: Solution Architect
Location: Toronto, ON
Duration: 06-12 months
Job Description:
We are seeking a highly skilled and experienced Solution Architect to join our team. The ideal candidate will be responsible for defining and architecting scalable Contact Centre and IVR solutions, leading discovery workshops, and designing cloud-based contact centre solutions using Salesforce Service Cloud Voice and Amazon Connect.
Required Skills & Qualifications (Must-have qualifications that candidates must meet to be considered)
- Strong understanding of contact centre and IVR architecture, including telephony, ACD, CTI, SIP, DTMF, speech IVR, call routing, queue management, call recording, agent desktop, and omnichannel service capabilities.
- Hands-on experience with Salesforce Service Cloud Voice, including Omni-Channel routing, voice call records, screen pop, agent console configuration, case creation, call ...