IVR / Contact Centre Architect

Job title: IVR / Contact Centre Solution Architect Location: Toronto, ON Duration: Long Term Contract Job Description: Role Descriptions: IVR-Contact Center Solution Architect Position Salesforce Service Cloud Voice(1) Experience on Designing| Configuring and implementing Voice-Enabled Contact Center Solutions using Salesforce and any CIVR system(Amazon Connect preferred).(2) Should have expertise in CRM| Telephony Knowledge| Customer Service Operations to deliver optimized and scalable voice experiences.(3) Experience and Troubleshooting working with Salesforce Integrations with Other Internal and External Systems.(4) Experience in Implementing Omni-channel Routing for Voice and Digital Channels| also Salesforce Agent Force.(5) Experience Customizing Salesforce Components Apex| Flows and Process Builders.(6) Translate the Business Requirement into Scalable Contact center Designs| and Technical-Specifications.(7) Design SCV Solutions Integrating Salesforce Service Cloud Voice with Amazon Connect to improve Customer Interactions.(8) Understanding and experience on IVR Flows| Queues| Routing Profiles and Contact Lens.(9) Support Deployment and Lead the Teams.(10) Good to have experience working with Telephony Provider Platform with the Services (Preferably Amazon connect)

The architect will design and implement voice-enabled contact center solutions integrating Salesforce Service Cloud Voice with Amazon Connect. They are responsible for translating business requirements into scalable technical specifications and leading deployment teams.

Candidates must have expertise in CRM, telephony, and Salesforce customization using Apex and Flows. Experience with IVR flows, Omni-channel routing, and Amazon Connect is essential for delivering optimized voice experiences.

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Salesforce Service Cloud Voice
• Amazon Connect
• IVR Design
• CRM
• Telephony
• Omni-channel Routing
• Salesforce Agent Force
• Apex
• Salesforce Flows
• Process Builders
• Technical Specification Design
• Contact Lens
• Routing Profiles
• Contact Center Architecture

• Technology
• Software
• Consulting
• Customer Service & Support
• Engineering

Expérience minimale

5+ ans

Postuler avant le

20 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level

Mode de candidature

La candidature directe est offerte