beenaIT Solutions
Senior Technical Architect (STA)-Remote India
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We are looking for a Senior Technical Architect (STA) to support an engagement with Allegro Sp. z o.o., with a strong focus on Salesforce Service Cloud / Agentforce Service and Genesys Contact Center integration.
The consultant will be responsible for providing senior-level technical architecture and guidance, particularly around the integration between Genesys and Salesforce using the standard Genesys connector, enabling calls from the Genesys Contact Center to be routed effectively into Salesforce.
Key Requirements:
- Strong hands-on architecture experience with Salesforce Service Cloud.
- Experience with Agentforce Service or the wider Salesforce service ecosystem.
- Proven experience integrating Genesys Contact Center with Salesforce.
- Ideally, direct experience with the standard Genesys/Salesforce connector and call-routing use cases.
- Strong understanding of contact centre architecture, telephony integration, and Salesforce routing.
- Ability to own technical design decisions and communicate effectively with both technical and business stakeholders.
- Fluent English communication skills.
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Key Responsibilities:
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- Own and lead the technical architecture for the Salesforce Service Cloud / Agentforce Service workstream.
- Design and oversee the integration between Genesys Contact Center and Salesforce.
- Leverage the standard Genesys connector to enable inbound calls to be routed from Genesys into Salesforce.
- Define the appropriate architecture, configuration, routing, and integration approach.
- Ensure the solution follows Salesforce architecture best practices and is scalable and maintainable.
- Work closely with customer stakeholders, Salesforce teams, and other technical resources to translate requirements into the appropriate technical solution.
- Provide senior-level technical guidance throughout design and implementation.
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