Senior Salesforce Solution Architect to lead the solution design and migration from an existing Open CTI implementation to Salesforce Service Cloud Voice integrated with NICE CXone.

We are seeking a senior Salesforce Solution Architect to lead the solution design and migration from an existing Open CTI implementation to Salesforce Service Cloud Voice integrated with NICE CXone.

The successful candidate will be responsible for defining the target-state architecture, optimizing the agent experience, and designing scalable solutions that support contact center modernization and customer service transformation initiatives.

The ideal candidate will have extensive experience with Salesforce Service Cloud architecture, Service Cloud Voice implementations, NICE CXone integrations, and enterprise contact center technologies.

Duration - 6 months

Work Mode - Mostly remote with some client facing onsite meetings

Location - Toronto

Key Responsibilities

- Lead the end-to-end solution architecture, design, and migration from the existing Salesforce Open CTI implementation to Salesforce Service Cloud Voice integrated with NICE CXone.
- Define the target-state architecture, including Salesforce capabilities, integration patterns, voice routing, agent workflows, reporting, and contact center operations.
- Design and implement Salesforce Service Cloud Voice solutions to improve agent productivity, customer experience, and operational efficiency.
- Architect solutions leveraging Salesforce Omni-Channel, Agent Console, Case Management, Knowledge Management, and reporting capabilities.
- Define voice routing strategies and integration requirements between Salesforce Service Cloud Voice and NICE CXone.




- Collaborate with business stakeholders, contact center leadership, enterprise architects, developers, and integration teams to translate business requirements into scalable technical solutions.
- Assess the existing Open CTI environment, identify gaps, and develop migration strategies to minimize business disruption.
- Establish architectural standards, integration specifications, and technical design documentation.
- Provide technical leadership and guidance throughout solution development, configuration, integration, testing, and deployment.
- Ensure solutions align with enterprise architecture standards, security requirements, and Salesforce best practices.
- Support system integration testing, user acceptance testing (UAT), deployment planning, and post-go-live stabilization.
- Identify technical risks, dependencies, and opportunities to optimize contact center processes and agent experience.

Required Skills and Experience

- Extensive experience as a Salesforce Solution Architect, with a strong background in Salesforce Service Cloud architecture, design, and implementation.
- Hands-on experience designing and deploying Salesforce Service Cloud Voice solutions.
- Robust experience integrating NICE CXone with Salesforce in enterprise contact center environments.




- Experience with Salesforce Open CTI and migration or modernization of existing telephony integrations.
- In-depth knowledge of Salesforce Omni-Channel, Agent Console, Case Management, Knowledge Management, and reporting.
- Strong understanding of contact center architecture, voice routing, call handling, agent workflows, and customer service operations.
- Experience defining target-state architectures, integration strategies, and scalable enterprise solutions.
- Proven experience supporting contact center modernization and business process transformation initiatives.
- Strong knowledge of Salesforce integration capabilities, APIs, security, and data architecture.
- Ability to translate complex business requirements into technical architecture and solution designs.
- Excellent communication, stakeholder management, problem-solving, and technical leadership skills.

Preferred Qualifications

- Salesforce Certified Application Architect, System Architect, or Technical Architect certification.
- Experience with NICE CXone APIs, telephony integrations, and contact center routing configurations.
- Familiarity with IVR, automatic call distribution (ACD), computer telephony integration (CTI), and omnichannel routing.
- Experience with contact center reporting, analytics, and performance metrics.
- Previous experience leading large-scale Salesforce migration or customer service transformation projects.
- Experience working in Agile delivery environments and collaborating with cross-functional implementation teams.

Position Overview

We are seeking a senior Salesforce Solution Architect to lead the s

📌 Senior Salesforce Solution Architect to lead the solution design and migration from an existing Open CTI implementation to Salesforce Service Cloud Voice integrated with NICE CXone. (Toronto)
🏢 S.I. Systems
📍 Toronto