Contact Center Solution Architect – IVR, Salesforce & Amazon Connect

Contact Center Solution Architect – IVR, Salesforce & Amazon Connect
Toronto, ON

Fully In-Office 5 days/week

Skills:

Digital : Salesforce Sales Cloud
Experience Required: 10 & Above Years

Key Responsibilities:

Define and architect scalable Contact Centre and IVR solutions covering inbound and outbound call flows, self-service journeys, intelligent routing, callback, queue management, and agent handoff scenarios.

Lead discovery workshops with business, operations, and technology stakeholders to capture customer journeys, call flow logic, integration needs, reporting requirements, and non-functional requirements.

Design cloud-based contact centre solutions using Salesforce Service Cloud Voice and Amazon Connect, ensuring scalability, resiliency, security, compliance, and operational efficiency.

Architect IVR, CTI, ACD, call recording, speech recognition, conversational AI, chatbot, and agent desktop capabilities integrated with Salesforce, CRM, legacy platforms, middleware, and backend services through MuleSoft APIs.

Design API-based integrations for customer identification and verification, case creation, knowledge recommendations, call transcription, post-call summaries, real-time agent assist, reporting, and downstream enterprise processes.

Define routing strategies, skill-based routing, priority routing, escalation paths, SLA alignment, reporting dashboards, wallboards, and operational monitoring for contact centre performance.

Provide technical leadership for contact centre modernization and process improvement initiatives, including AI-enabled self-service, agent assist, automation, and customer experience enhancements.

Collaborate with development, QA, release management, infrastructure, security, operations, and vendor teams to support end-to-end design, implementation, testing, deployment, and production readiness.

Support troubleshooting and continuous improvement by analyzing incidents, contact flow failures, integration issues, queue performance, SLA trends, and customer experience metrics.

Required Skills & Experience:

Strong understanding of contact centre and IVR architecture, including telephony, ACD, CTI, SIP, DTMF, speech IVR, call routing, queue management, call recording, agent desktop, and 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, and 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 (CTR), call recording, and Contact Lens analytics.

Experience designing end-to-end IVR and contact flows across Salesforce Service Cloud Voice and Amazon Connect, including customer authentication, self-service options, skill-based routing, escalation paths, callback handling, and agent transfer scenarios.

Proficiency in MuleSoft API-led connectivity for integrating upstream and downstream applications, including Experience APIs, Process APIs, System APIs, RAML/OpenAPI specifications, API policies, transformations, error handling, and reusable integration patterns.

Ability to design real-time and near-real-time integrations between Salesforce, Amazon Connect, MuleSoft, CRM, customer profile systems, authentication services, case management, knowledge management, notification services, reporting platforms, and legacy enterprise applications.

Knowledge of conversational AI and automation capabilities, including chatbot design, speech recognition, natural language understanding (NLU), intent design, bot tuning, agent assist, transcription, sentiment analysis, and self-service optimization.

Knowledge of integration security and governance, including OAuth 2.0, JWT, SSO, role-based access control (RBAC), API gateway policies, encryption, secrets management, audit logging, throttling, rate limiting, and secure data exchange across contact centre applications.

Experience leading enterprise contact centre transformation and modernization initiatives.

Strong stakeholder management and communication skills across business and technical teams.

Experience working in complex enterprise environments with Salesforce, Amazon Connect, MuleSoft, and integrated CRM ecosystems.

Ability to drive architecture decisions, governance, and best practices across customer service platforms.