Experience working with Salesforce Service Cloud and Amazon Connect (required)
Knowledge of voice call routing, 24/7 presence statuses with alerts, and queue configuration
Experience with data model updates, page layouts, and linking voice interactions to Case/Task management
Security including Single Sign-On (SSO) and standard call reporting dashboards
Requirements:
Lead design, configuration, and integration of Amazon Connect with Salesforce Service Cloud for healthcare scenarios, including voice routing, transcription, click-to-dial, and real-time metrics
Implement and optimize omni-channel flows: screen pops, case/task linkage, transfer workflows, and mobile access considerations
Develop and maintain data models, page layouts, dashboards, and standard call reporting (time answered, hold, AHT, transfers)
Ensure security and compliance: single sign-on, voice call recording, voicemail, and integration with Case/Task management; collaborate with healthcare providers/payers and global teams
Job description
Technical Architect – with Amazon Connect and Salesforce Service Cloud Experience
What we are looking for: PlanIT seeks a highly ambitious and highly entrepreneurial self starter to support one of our key healthcare customers. The ideal candidate will be a self starter, highly entrepreneurial, driven and a creative problem solver.
Job Description: The Technical Architect with Amazon Connect and Salesforce Service cloud experience will have relevant experience with Salesforce Service Cloud voice set up and Amazon Connect. This professional will be a hands on technical leader with the relevant technical skills and background to drive IT driven business outcomes. Prior experience working with healthcare providers and payers is also required.
Required Skills and Experience:
Experience working with Salesforce Service Cloud and Amazon Connect is REQUIRED
Voice call routing
24/7 presence statuses with alerts and queue configuration
Routing configuration
Data Model updates & Page layouts
Add Callers and Transfer Calls
Setup Call Transcription - more Amazon work if needed
Click to Dial
Screen pops w/notifications i.e. protocol for a specific building; open cases for a specific building (omni channel xfer flow)
Mobile access (Voice is not supported on Salesforce Mobile or iPad but user phone can be their mobile)
