IVR / Contact Centre Solution Architect (Salesforce experience with Amazon Connect)
Design and implement scalable voice-enabled contact center solutions integrating Salesforce Service Cloud Voice with Amazon Connect. Translate business requirements into technical specifications and lead deployment teams to optimize customer interactions.
- Hybrid
- Toronto, ON
- Posted Aug 24, 2026
- Apply by Sep 23, 2026
- 1 position
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Job summary
IVR / Contact Centre Solution Architect (Salesforce experience with Amazon Connect) Toronto, ON - Hybrid (3 Days WFO) Experience Required: 10 & Above 12 months 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) Thanks & regards, Lakshmi Bhavani Apptoza Inc. Phone: 678-392-3978 Ext 4640 Phone: 437-291-3224 Ext 1105 Mail id : [email protected] Linkedin : linkedin.com/in/lakshmi-lucky-02629823a
What you’ll do
Design and implement scalable voice-enabled contact center solutions integrating Salesforce Service Cloud Voice with Amazon Connect. Translate business requirements into technical specifications and lead deployment teams to optimize customer interactions.
Requirements
Requires over 10 years of experience with expertise in Salesforce customization (Apex, Flows) and telephony systems. Must have a strong background in IVR flows, routing profiles, and integrating Salesforce with internal and external systems.
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Salesforce Service Cloud Voice
- Amazon Connect
- IVR Design
- CRM
- Telephony
- Omni-channel Routing
- Salesforce Agent Force
- Apex
- Salesforce Flows
- Process Builder
- Contact Lens
- Technical Specification Design
Job areas
- Technology
- Software
- Consulting
- Customer Service & Support
- Engineering
Additional details
- Minimum experience
- 10+ years
- Apply by
- Sep 23, 2026
- Posting language
- English
- Working hours
- 40 hours per week
- Office presence
- 3 days per week
- Seniority
- Mid-Senior level
- Application method
- Direct apply is available