J&M GroupVerified Job Source

IVR / Contact Centre Solution Architect

Toronto, ON
On-site
Posted Aug 21, 2026
1 position

Opens an external site

Employment type: Full-time
Experience level: Lead · 10+ years
Apply by: Feb 17, 2027
Posting language: English
Working hours: 40 hours per week
Seniority: Mid-Senior level
Application method: Direct apply is available

Job summary

Design and implement Salesforce Service Cloud Voice and Amazon Connect contact center solutions. Lead deployments and translate business requirements into scalable technical architectures and IVR flows.

Job details

Experience: 10+ Years Required Key Responsibilities Design and implement Salesforce Service Cloud Voice (SCV) and Amazon Connect contact center solutions. Strong understanding of CRM, IVR, Telephony and Customer Service Operations. Design IVR flows, queues, routing profiles and Contact Lens. Implement Omni-Channel Routing for voice and digital channels, including Salesforce Agentforce. Integrate Salesforce with internal/external systems and troubleshoot integrations. Customize Salesforce using Apex, Flows and Process Builder. Translate business requirements into scalable contact center architecture and technical designs. Lead deployments and provide technical guidance to development teams. Must-Have Skills Salesforce Service Cloud Voice (SCV) Amazon Connect & Contact Center IVR Salesforce integrations & Omni-Channel IVR, Telephony & CRM Apex, Flows, Process Builder IVR Flows, Queues, Routing Profiles, Contact Lens Solution Architecture & Technical Design Strong troubleshooting and team leadership

What you’ll do

Requirements

Requires over 10 years of experience with strong expertise in Salesforce SCV, Amazon Connect, and CRM integrations. Must be proficient in Apex, Flows, and the design of routing profiles and queues.