Contact Center Solution Architect – IVR | Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | CTISkills and ResponsibilitiesRequired SkillsStrong understanding of Contact Center and IVR architecture, including:TelephonyACDCTISIPDTMFSpeech IVRCall routingQueue managementCall recordingAgent desktopOmnichannel service capabilitiesHands‐on experience with Salesforce Service Cloud Voice, including:Omni‐Channel routingVoice call recordsScreen popAgent console configurationCase creationCall dispositionSalesforce CRM object integrationReportingStrong working knowledge of Amazon Connect, including:Contact flowsQueuesRouting profilesHours of operationPromptsAmazon Lex integrationAWS Lambda integrationContact Trace RecordsCall recordingContact Lens analyticsExperience designing end‐to‐end IVR and Contact Center flows across Salesforce Service Cloud Voice and Amazon Connect, including:Customer authenticationSelf‐service optionsSkill‐based routingEscalation pathsCallback handlingAgent transfer scenariosProficiency in MuleSoft API‐led connectivity for integrating upstream and downstream applications, including:Experience APIsProcess APIsSystem APIsRAML/OpenAPI specificationsAPI policiesTransformationsError handlingReusable integration patternsAbility 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 applicationsKnowledge of conversational AI and automation capabilities, including:Chatbot designSpeech recognitionNatural Language Understanding (NLU)Intent designBot tuningAgent assistTranscriptionSentiment analysisSelf‐service optimizationKnowledge of integration security and governance,



including:OAuth 2.0JWTSSORole‐Based Access Control (RBAC)API gateway policiesEncryptionSecrets managementAudit loggingThrottlingRate limitingSecure data exchange across Contact Center applicationsResponsibilitiesDefine 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 scenariosLead discovery workshops with business, operations, and technology stakeholders to capture customer journeys, call flow logic, integration needs, reporting requirements, and non‐functional requirementsDesign cloud‐based Contact Center solutions using Salesforce Service Cloud Voice and Amazon Connect, ensuring scalability, resiliency, security, compliance, and operational efficiencyArchitect 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 APIsDesign 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 processesDefine routing strategies, skill‐based routing, priority routing, escalation paths, SLA alignment, reporting dashboards, wallboards, and operational monitoring for Contact Center performanceProvide technical leadership for Contact Center modernization and process improvement initiatives, including AI‐enabled self‐service, agent assist, automation, and customer experience enhancementsCollaborate with development, QA, release management, infrastructure, security, operations, and vendor teams to support end‐to‐end design, implementation, testing, deployment, and production readinessSupport troubleshooting and continuous improvement by analyzing incidents, contact flow failures, integration issues, queue performance, SLA trends, and customer experience metrics #J-18808-Ljbffr

📌 Contact Center Solution Architect Specializing In Ivr (Toronto)
🏢 Amazon
📍 Toronto