Contact Center Solution Architect – IVR | Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | CTI

Skills and Responsibilities

Required Skills

- Solid understanding of Contact Center and IVR architecture, including:
- Telephony
- ACD
- CTI
- SIP
- DTMF
- Speech IVR
- Call routing
- Queue management
- Call recording
- Agent desktop
- 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
- 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
- Contact Lens analytics
- Experience designing end-to-end IVR and Contact Center flows across Salesforce Service Cloud Voice and Amazon Connect, including:
- Customer authentication
- Self-service options
- Skill-based routing
- Escalation paths
- Callback handling
- 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
- 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
- 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
- Secure data exchange across Contact Center applications

Responsibilities

- Define and architect scalable Contact Center 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 Center 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 Center performance.
- Provide technical leadership for Contact Center 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.

📌 Contact Center Solution Architect – Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | IVR | CTI (Toronto)
🏢 Astra North Infoteck
📍 Toronto