IVR Contact Center Solution Architect

Job Role: IVR Contact Center Solution Architect

Location: Toronto, ON (Fully In-Office 5 days and Week)

Long Time Contract

About the Role

We are seeking an experienced IVR Contact Center Solution Architect with 10+ years of experience to lead the design and implementation of scalable, cloud-based contact center solutions. The ideal candidate will have deep expertise in Salesforce Service Cloud Voice, Amazon Connect, MuleSoft, IVR architecture, CTI, and enterprise integrations.

This role involves defining end-to-end customer service solutions, modernizing contact center platforms, and driving architecture best practices across enterprise environments.

Required Skills

• 10+ years of experience in Contact Center and IVR Solution Architecture.
• Strong expertise in Salesforce Service Cloud Voice and Salesforce CRM.
• Hands-on experience with Amazon Connect, including contact flows, routing profiles, Contact Lens, AWS Lambda, and Amazon Lex.
• Strong knowledge of IVR, CTI, ACD, SIP, DTMF, call routing, queue management, call recording, and omnichannel customer service.
• Experience with MuleSoft API-led Connectivity, including Experience APIs, Process APIs, System APIs, RAML, OpenAPI, API policies, and reusable integration patterns.
• Experience designing integrations between Salesforce, Amazon Connect, CRM platforms, authentication services, case management, knowledge management, and enterprise applications.
• Knowledge of conversational AI, chatbot design, speech recognition, NLU, sentiment analysis, transcription, and agent assist capabilities.
• Strong understanding of OAuth 2.0, JWT, SSO, RBAC, API security, encryption, audit logging, and secure API governance.
• Experience leading enterprise contact center modernization and digital transformation initiatives.
• Excellent stakeholder management, communication, and solution architecture skills.

Responsibilities

• Design and architect scalable Contact Center and IVR solutions for inbound and outbound customer interactions.
• Lead discovery workshops to gather business, operational, technical, and integration requirements.
• Design cloud-based customer service solutions using Salesforce Service Cloud Voice and Amazon Connect.
• Architect IVR, CTI, ACD, conversational AI, chatbot, speech recognition, and agent desktop capabilities.
• Design API-driven integrations between Salesforce, Amazon Connect, MuleSoft, CRM systems, and enterprise platforms.
• Define routing strategies, queue management, SLA monitoring, reporting dashboards, and operational performance metrics.
• Provide technical leadership for contact center modernization, automation, and customer experience initiatives.
• Collaborate with development, QA, infrastructure, security, operations, and vendor teams throughout the project lifecycle.
• Support production readiness, troubleshooting, performance optimization, and continuous improvement initiatives.

Nice-to-Have

• Experience with AI-enabled self-service and intelligent agent assist solutions.
• Knowledge of Contact Trace Records (CTR), Contact Lens analytics, and real-time reporting.
• Experience working in large enterprise customer service environments.
• Salesforce certifications, MuleSoft certifications, or AWS certifications.
• Experience with customer journey optimization and contact center analytics.

Thanks & Regards,

Ranjeet Kumar |Talent Acquisition Specialist

Tel: 437-292-5839

Email id – ranjeet.kumar@scalable-systems.com

Linkedin ID- www.linkedin.com/in/ranjeet-k-saini-7a583485

Web – https://www.scalable-systems.com/