Solutions Architect

Role description

We are looking for an experienced IVR / Contact Centre Solution Architect with strong expertise in Salesforce Service Cloud Voice (SCV) and Amazon Connect to design and implement scalable voice-enabled contact centre solutions.

• Salesforce Service Cloud Voice & Amazon Connect
• CRM, telephony & Contact Centre operations
• Omni-Channel routing for voice & digital channels
• Salesforce Apex, Flows & Process Builder
• Salesforce integration with internal/external systems
• Translate business requirements into technical solutions
• Troubleshooting and solution implementation
• Team leadership and deployment support
• Experience with telephony service providers preferred

Ideal Candidate:

A strong Solution Architect who can bridge Salesforce, telephony, IVR, and customer service operations while leading technical teams and delivering scalable contact centre solutions.