Job Title: Salesforce Service Cloud Voice – Solution Architect

Location: Toronto, ON

Work Arrangement: Hybrid onsite

Employment Type: Contract

Job Summary

We are seeking an experienced Salesforce Solution Architect with strong expertise in Service Cloud Voice (SCV), Contact Center solutions, Salesforce integrations, and telephony platforms. The ideal candidate will have hands-on experience designing scalable voice-enabled customer service solutions, preferably using Amazon Connect.

Key Responsibilities

- Design, configure, and implement voice-enabled Contact Center solutions using Salesforce Service Cloud Voice and CIVR/telephony platforms, preferably Amazon Connect.
- Architect scalable solutions integrating Salesforce Service Cloud Voice with Amazon Connect to enhance customer interactions and agent experience.
- Leverage strong knowledge of CRM, telephony, and customer service operations to design optimized Contact Center solutions.
- Design and implement Omni-Channel routing across voice and digital channels.
- Implement and leverage Salesforce Agentforce capabilities within Contact Center solutions.
- Design and troubleshoot Salesforce integrations with internal and external systems.
- Customize Salesforce components using Apex, Flows, and Process Builder.
- Translate business requirements into scalable Contact Center architectures, solution designs, and technical specifications.
- Design and configure IVR flows, queues, routing profiles, and Contact Lens capabilities.
- Provide technical leadership during implementation,



deployment, and production rollout.
- Lead development and implementation teams, providing architectural guidance and technical support.
- Collaborate with business stakeholders, Salesforce teams, Contact Center teams, and telephony providers.

Required Skills

- Strong experience with Salesforce Service Cloud Voice (SCV).
- Proven experience designing and implementing voice-enabled Contact Center solutions.
- Robust knowledge of Amazon Connect or other Contact Center/telephony platforms.
- Expertise in Omni-Channel routing for voice and digital channels.
- Experience with Salesforce Agentforce.
- Strong understanding of IVR, queues, routing profiles, and Contact Lens.
- Hands-on Salesforce development/customization experience with Apex, Flows, and Process Builder.
- Strong experience with Salesforce integrations and APIs.
- Ability to translate business requirements into technical architecture and scalable solution designs.
- Strong understanding of CRM, telephony, and Customer Service Operations.
- Experience supporting deployment, troubleshooting, and production implementation.
- Proven ability to lead technical teams and collaborate with multiple stakeholders.

Good to Have

- Experience working directly with Amazon Connect.
- Experience with other telephony provider platforms.
- Experience integrating Salesforce with enterprise Contact Center technologies.
- Experience with modern Salesforce AI/Contact Center capabilities, including Agentforce.

📌 Salesforce Service Cloud Voice – Solution Architect (Toronto)
🏢 SkyLambda
📍 Toronto