Contact Center Solution Architect – Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | IVR | CTI

Contact Center Solution Architect IVR | Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | CTI Skills and Responsibilities Required Skills Strong understanding of Contact Center and IVR architecture, including: Telephony ACD CTI SIP DTMF Speech IVR Call routing Queue management Call recording Agent desktop 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 disposition Salesforce CRM object integration Reporting Strong working knowledge of Amazon Connect, including: Contact flows Queues Routing profiles Hours of operation Prompts Amazon Lex integration AWS Lambda integration Contact Trace Records Call recording Contact Lens analytics Experience designing end-to-end IVR and Contact Center flows across Salesforce Service Cloud Voice and Amazon Connect, including: Customer authentication Self-servic...