IVR / Contact Centre Solution Architect

Toronto, ON
On-site
Posted Oct 15, 2026
1 position

Applications are currently unavailable for this posting.

Employment type: Contract
Experience level: Senior · 5+ years
Posting language: English
Working hours: 40 hours per week
Seniority: Mid-Senior level
Application method: Apply on LinkedIn (LinkedIn sign-in required)

Job summary

Design, configure, and implement scalable voice-enabled contact center solutions using Salesforce Service Cloud Voice and Amazon Connect, including IVR flows, queues, routing profiles, and omnichannel routing. Translate business requirements into technical designs, troubleshoot Salesforce integrations, and support deployments while leading teams.

Job details

Role: IVR / Contact Centre Solution Architect Location: Toronto, ON Duration: Long Term Contract Job Description: 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)

What you’ll do

Requirements

The role requires experience designing and implementing Salesforce-based voice contact center solutions, with expertise in CRM, telephony, and customer service operations. Candidates should have experience with Salesforce integrations, omnichannel routing, Salesforce customization using Apex and Flows, and preferably Amazon Connect and Contact Lens.