Job Description Contact Center Solution Architect IVR | Salesforce Service Cloud Voice | Amazon Connect | Mule

Soft | CTI Skills and Responsibilities Required Skills Robust 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 Mule

Soft 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, Mule

Soft, 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 Mule

Soft 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.

Requirements Sailpoint

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