Contact Center Solution Architect – IVR | Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | CTI Skills and Responsibilities Required Skills Strong 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

Solid 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

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📌 Contact Center Solution Architect – Salesforce Service Cloud Voice | Amazon Connect | MuleSoft [...] (Ontario)
🏢 Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
📍 Ontario