IVR / Contact Centre Solution Architect

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence and customer service.

It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large. With a highly skilled workforce spread across 56 countries and 194 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

Job Description :-

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.

Technical Skills

• 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, 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, 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, API gateway policies, encryption, secrets management, audit logging, throttling, rate limiting, and secure data exchange across contact centre applications.
• Experience with observability and operational support for contact centre platforms and integrations, including CloudWatch, Salesforce monitoring, MuleSoft Anypoint Monitoring, Splunk/log analytics, API traceability, incident troubleshooting, and performance tuning.
• Ability to design secure, compliant, highly available, and resilient contact centre solutions with consideration for disaster recovery, business continuity, data protection, audit requirements, and operational support readiness.

Salary Range - CA$ 100,000 - CA$ 120,000 Per Year

TCS does not use artificial intelligence tools for candidate screening or evaluation. This post is for a current vacancy. The hiring process includes an initial screening, followed by a technical evaluation and managerial discussion.

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

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