Shape customer experiences by leveraging your skills as a Contact Center Solution Architect with expertise in Amazon Connect and Salesforce Service Cloud Voice. This role focuses on designing intelligent IVR and call flow systems to streamline customer service. You will be instrumental in architecting Contact Center solutions that integrate with both Salesforce and Amazon Connect.

Your responsibilities will include engaging with stakeholders to outline customer journeys and ensuring that solutions adhere to best practices in scalability, security, and compliance. Lead the design of omnichannel service capabilities and improve customer interactions using cutting-edge technology. Key Responsibilities:
Design and define call flow and routing strategies for efficiency




Lead workshops to gather integration and reporting requirements
Architect IVR and CTI systems integrating various platforms
Create API-based solutions to enhance customer service processes
Support troubleshooting and identify process improvement areas

Requirements:
Extensive knowledge of Salesforce Service Cloud Voice
Proficient in designing with Amazon Connect
Experience with MuleSoft for seamless integration
Familiarity with AI and automation strategies
Understanding of governance and security protocols

Drive transformative solutions that enhance customer interactions through effective Contact Center design.

📌 Amazon Connect Contact Center Architect Toronto
🏢 Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
📍 Toronto