Contact Center Solution Architect – Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | IVR | CTI
About the role
Contact Center Solution Architect – IVR | Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | CTI Skills and Responsibilities Required Skills
- Strong understanding of Contact Center and IVR architecture, including:
- Telephony
- ACD
- CTI
- SIP
- DTMF
- Speech IVR
- Call routing
- Queue management
- Call recording
- Agent desktop
- Omnichannel service capabilities
- Hands-on experience with Salesforce Service Cloud Voice, including:
- Omni-Channel routing
- Voice call records
- Screen pop
- Agent console configuration
- Case creation
- Call disposition
- Salesforce CRM object integration
- Reporting
- Strong working knowledge of Amazon Connect, including:
- Contact flows
- Queues
- Routing profiles
- Hours of operation
- Prompts
- Amazon Lex integration
- AWS Lambda integration
- Contact Trace Records
- Call recording
- Contact Lens analytics
- Experience designing end-to-end IVR and Contact Center flows across Salesforce Service Cloud Voice and Amazon Connect, including:
- Customer authentication
- Self-service options
- Skill-based routing
- Escalation paths
- Callback handling
- Agent transfer scenarios
- Proficiency in MuleSoft API-led connectivity for integrating upstream and downstream applications, including:
- Experience APIs
- Process APIs
- System APIs
- RAML/OpenAPI specifications
- API policies
- Transformations
- Error handling
- Reusable integration patterns
- Ability to design real-time and near-real-time integrations between Salesforce, Amazon Connect, MuleSoft, CRM, customer profile systems, authentication services, case management, knowledge management, notification services, reporting platforms, and legacy enterprise applications.
- Knowledge of conversational AI and automation capabilities, including:
- Chatbot design
- Speech recognition
- Natural Language Understanding (NLU)
- Intent design
- Bot tuning
- Agent assist
- Transcription
- Sentiment analysis
- Self-service optimization
- Knowledge of integration security and governance, including:
- OAuth 2.0
- JWT
- SSO
- Role-Based Access Control (RBAC)
- API gateway policies
- Encryption
- Secrets management
- Audit logging
- Throttling
- Rate limiting
- Secure data exchange across Contact Center applications Responsibilities
- Define and architect scalable Contact Center and IVR solutions covering inbound and outbound call flows, self-service journeys, intelligent routing, callback, queue management, and agent handoff scenarios.
- Lead discovery workshops with business, operations, and technology stakeholders to capture customer journeys, call flow logic, integration needs, reporting requirements, and non-functional requirements.
- Design cloud-based Contact Center solutions using Salesforce Service Cloud Voice and Amazon Connect, ensuring scalability, resiliency, security, compliance, and operational efficiency.
- Architect IVR, CTI, ACD, call recording, speech recognition, conversational AI, chatbot, and agent desktop capabilities integrated with Salesforce, CRM, legacy platforms, middleware, and backend services through MuleSoft APIs.
- Design API-based integrations for customer identification and verification, case creation, knowledge recommendations, call transcription, post-call summaries, real-time agent assist, reporting, and downstream enterprise processes.
- Define routing strategies, skill-based routing, priority routing, escalation paths, SLA alignment, reporting dashboards, wallboards, and operational monitoring for Contact Center performance.
- Provide technical leadership for Contact Center modernization and process improvement initiatives, including AI-enabled self-service, agent assist, automation, and customer experience enhancements.
- Collaborate with development, QA, release management, infrastructure, security, operations, and vendor teams to support end-to-end design, implementation, testing, deployment, and production readiness.
- Support troubleshooting and continuous improvement by analyzing incidents, contact flow failures, integration issues, queue performance, SLA trends, and customer experience metrics.
About Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Astra - North Infoteck Inc.
Agile - Systems - Technologies - Resources - Applications
Apply for Jobs@ https://careers.astra-north.com/jobs/
We are a global information technology services, management consulting and outsourcing company headquartered in Canada. Astra North helps clients navigate the ever-changing complex information technology landscape with its portfolio of IT consulting services, managed services and staffing and talent management solutions.
The core challenge facing many businesses in their IT functions is the increasing shortage of talent across the globe and its resultant impact on productivity. To overcome this challenge Astra-North provides its clients with a single source Integrated Recruitment Process Outsourcing - iRPO Service. Astra-North works as a specialist strategic partner for its clients by providing the best talent pool of IT Professionals on contract hire, permanent hire or managed services basis through its comprehensive and integrated recruitment, staff augmentation, workforce solutions, recruitment process outsourcing and managed services programs which are customized for individual client needs. Astra North Staffing Services include managing programs that are in compliance with matters focussing on careers, communications, legal and regulatory issues, technology and outsourcing, budgeting and metrics, IT staffing management best practices and global staffing management issues.
Our technical service extends the entire software development lifecycle from Consulting, Business Process Analysis, Requirement Mapping, Analysis, Design, Development, Testing to Implementation and Support. Astra-North Infoteck has expertise in building, maintaining and reengineering IT solutions to meet its client’s evolving needs.We help clients become agile to meet and exceed their goals.
Astra-North ~ Conquering Today's Challenges, Achieving Tomorrow's Vision!
Similar Jobs
Contact Center Solution Architect – Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | IVR | CTI
About the role
Contact Center Solution Architect – IVR | Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | CTI Skills and Responsibilities Required Skills
- Strong understanding of Contact Center and IVR architecture, including:
- Telephony
- ACD
- CTI
- SIP
- DTMF
- Speech IVR
- Call routing
- Queue management
- Call recording
- Agent desktop
- Omnichannel service capabilities
- Hands-on experience with Salesforce Service Cloud Voice, including:
- Omni-Channel routing
- Voice call records
- Screen pop
- Agent console configuration
- Case creation
- Call disposition
- Salesforce CRM object integration
- Reporting
- Strong working knowledge of Amazon Connect, including:
- Contact flows
- Queues
- Routing profiles
- Hours of operation
- Prompts
- Amazon Lex integration
- AWS Lambda integration
- Contact Trace Records
- Call recording
- Contact Lens analytics
- Experience designing end-to-end IVR and Contact Center flows across Salesforce Service Cloud Voice and Amazon Connect, including:
- Customer authentication
- Self-service options
- Skill-based routing
- Escalation paths
- Callback handling
- Agent transfer scenarios
- Proficiency in MuleSoft API-led connectivity for integrating upstream and downstream applications, including:
- Experience APIs
- Process APIs
- System APIs
- RAML/OpenAPI specifications
- API policies
- Transformations
- Error handling
- Reusable integration patterns
- Ability to design real-time and near-real-time integrations between Salesforce, Amazon Connect, MuleSoft, CRM, customer profile systems, authentication services, case management, knowledge management, notification services, reporting platforms, and legacy enterprise applications.
- Knowledge of conversational AI and automation capabilities, including:
- Chatbot design
- Speech recognition
- Natural Language Understanding (NLU)
- Intent design
- Bot tuning
- Agent assist
- Transcription
- Sentiment analysis
- Self-service optimization
- Knowledge of integration security and governance, including:
- OAuth 2.0
- JWT
- SSO
- Role-Based Access Control (RBAC)
- API gateway policies
- Encryption
- Secrets management
- Audit logging
- Throttling
- Rate limiting
- Secure data exchange across Contact Center applications Responsibilities
- Define and architect scalable Contact Center and IVR solutions covering inbound and outbound call flows, self-service journeys, intelligent routing, callback, queue management, and agent handoff scenarios.
- Lead discovery workshops with business, operations, and technology stakeholders to capture customer journeys, call flow logic, integration needs, reporting requirements, and non-functional requirements.
- Design cloud-based Contact Center solutions using Salesforce Service Cloud Voice and Amazon Connect, ensuring scalability, resiliency, security, compliance, and operational efficiency.
- Architect IVR, CTI, ACD, call recording, speech recognition, conversational AI, chatbot, and agent desktop capabilities integrated with Salesforce, CRM, legacy platforms, middleware, and backend services through MuleSoft APIs.
- Design API-based integrations for customer identification and verification, case creation, knowledge recommendations, call transcription, post-call summaries, real-time agent assist, reporting, and downstream enterprise processes.
- Define routing strategies, skill-based routing, priority routing, escalation paths, SLA alignment, reporting dashboards, wallboards, and operational monitoring for Contact Center performance.
- Provide technical leadership for Contact Center modernization and process improvement initiatives, including AI-enabled self-service, agent assist, automation, and customer experience enhancements.
- Collaborate with development, QA, release management, infrastructure, security, operations, and vendor teams to support end-to-end design, implementation, testing, deployment, and production readiness.
- Support troubleshooting and continuous improvement by analyzing incidents, contact flow failures, integration issues, queue performance, SLA trends, and customer experience metrics.
About Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Astra - North Infoteck Inc.
Agile - Systems - Technologies - Resources - Applications
Apply for Jobs@ https://careers.astra-north.com/jobs/
We are a global information technology services, management consulting and outsourcing company headquartered in Canada. Astra North helps clients navigate the ever-changing complex information technology landscape with its portfolio of IT consulting services, managed services and staffing and talent management solutions.
The core challenge facing many businesses in their IT functions is the increasing shortage of talent across the globe and its resultant impact on productivity. To overcome this challenge Astra-North provides its clients with a single source Integrated Recruitment Process Outsourcing - iRPO Service. Astra-North works as a specialist strategic partner for its clients by providing the best talent pool of IT Professionals on contract hire, permanent hire or managed services basis through its comprehensive and integrated recruitment, staff augmentation, workforce solutions, recruitment process outsourcing and managed services programs which are customized for individual client needs. Astra North Staffing Services include managing programs that are in compliance with matters focussing on careers, communications, legal and regulatory issues, technology and outsourcing, budgeting and metrics, IT staffing management best practices and global staffing management issues.
Our technical service extends the entire software development lifecycle from Consulting, Business Process Analysis, Requirement Mapping, Analysis, Design, Development, Testing to Implementation and Support. Astra-North Infoteck has expertise in building, maintaining and reengineering IT solutions to meet its client’s evolving needs.We help clients become agile to meet and exceed their goals.
Astra-North ~ Conquering Today's Challenges, Achieving Tomorrow's Vision!