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.

Employment Type : Full Time
Experience: years
Vacancy: 1