Next Quarter
Overview
Direct message the job poster from Next Quarter The Service Cloud / Contact Center Architect will analyze, design, and optimize contact center solutions integrating Salesforce Service Cloud with existing Contact Center as a Service (CCaaS) platforms and CRM extensions. This role involves detailed analysis of current interaction patterns, case workflows, routing rules, and agent processes to enhance customer service effectiveness and operational efficiency. Responsibilities
Analyse current contact center interaction patterns, case flows, routing rules, and agent workflows to identify optimization opportunities. Map data flows and identify integration points between Salesforce Service Cloud, existing CCaaS platforms (e.g., Genesys, NICE, Five9), and other CRM extensions. Support requirements gathering for IVR/ACD systems, case automation, workforce optimization, and real-time reporting capabilities. Partner with cross-functional teams including Invent, IT, and business stakeholders to align technical designs with broader digital transformation roadmaps. Architect scalable, secure, and highly available integration solutions leveraging Salesforce Service Cloud and related technologies. Lead design discussions, prepare technical documentation, and provide guidance on best practices around contact center architecture. Ensure seamless integration of Salesforce CRM with telephony and workforce management systems. Support testing, deployment, and ongoing maintenance of contact center integrations. Provide technical leadership and support incident resolution related to Service Cloud and contact center solutions. Required Skills & Experience
Strong expertise in Salesforce Service Cloud architecture and integration. Hands-on experience with contact center technologies, including IVR, ACD, CTI, and telephony integration. Proficiency in mapping and optimizing case workflows, routing, and agent desktop configurations. Experience with integration patterns and middleware connecting Salesforce with CCaaS platforms. Ability to translate business requirements into technical designs for customer service solutions. Excellent collaboration skills to work with business analysts, developers, and transformation teams. Strong problem-solving skills with the ability to work independently under pressure. Knowledge of workforce optimization and real-time reporting tools is highly desirable. Seniority level
Mid-Senior level Employment type
Contract Job function
Consulting Industries
Aviation and Aerospace Component Manufacturing
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Direct message the job poster from Next Quarter The Service Cloud / Contact Center Architect will analyze, design, and optimize contact center solutions integrating Salesforce Service Cloud with existing Contact Center as a Service (CCaaS) platforms and CRM extensions. This role involves detailed analysis of current interaction patterns, case workflows, routing rules, and agent processes to enhance customer service effectiveness and operational efficiency. Responsibilities
Analyse current contact center interaction patterns, case flows, routing rules, and agent workflows to identify optimization opportunities. Map data flows and identify integration points between Salesforce Service Cloud, existing CCaaS platforms (e.g., Genesys, NICE, Five9), and other CRM extensions. Support requirements gathering for IVR/ACD systems, case automation, workforce optimization, and real-time reporting capabilities. Partner with cross-functional teams including Invent, IT, and business stakeholders to align technical designs with broader digital transformation roadmaps. Architect scalable, secure, and highly available integration solutions leveraging Salesforce Service Cloud and related technologies. Lead design discussions, prepare technical documentation, and provide guidance on best practices around contact center architecture. Ensure seamless integration of Salesforce CRM with telephony and workforce management systems. Support testing, deployment, and ongoing maintenance of contact center integrations. Provide technical leadership and support incident resolution related to Service Cloud and contact center solutions. Required Skills & Experience
Strong expertise in Salesforce Service Cloud architecture and integration. Hands-on experience with contact center technologies, including IVR, ACD, CTI, and telephony integration. Proficiency in mapping and optimizing case workflows, routing, and agent desktop configurations. Experience with integration patterns and middleware connecting Salesforce with CCaaS platforms. Ability to translate business requirements into technical designs for customer service solutions. Excellent collaboration skills to work with business analysts, developers, and transformation teams. Strong problem-solving skills with the ability to work independently under pressure. Knowledge of workforce optimization and real-time reporting tools is highly desirable. Seniority level
Mid-Senior level Employment type
Contract Job function
Consulting Industries
Aviation and Aerospace Component Manufacturing
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