Contact Center Solution Architect – IVR, Salesforce & Amazon Connect
About the role
Contact Center Solution Architect – IVR, Salesforce & Amazon Connect
Toronto, ON Fully In-Office 5 days/week
Skills
Digital : Salesforce Sales Cloud Experience Required: 10 & Above Years
Key Responsibilities
Define and architect scalable Contact Centre 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 centre 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 centre performance. Provide technical leadership for contact centre 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.
Required Skills & Experience
Strong understanding of contact centre and IVR architecture, including telephony, ACD, CTI, SIP, DTMF, speech IVR, call routing, queue management, call recording, agent desktop, and 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, and 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 (CTR), call recording, and Contact Lens analytics. Experience designing end-to-end IVR and contact flows across Salesforce Service Cloud Voice and Amazon Connect, including customer authentication, self-service options, skill-based routing, escalation paths, callback handling, and 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, and 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, and 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, and secure data exchange across contact centre applications. Experience leading enterprise contact centre transformation and modernization initiatives. Strong stakeholder management and communication skills across business and technical teams. Experience working in complex enterprise environments with Salesforce, Amazon Connect, MuleSoft, and integrated CRM ecosystems. Ability to drive architecture decisions, governance, and best practices across customer service platforms.
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 – IVR, Salesforce & Amazon Connect
About the role
Contact Center Solution Architect – IVR, Salesforce & Amazon Connect
Toronto, ON Fully In-Office 5 days/week
Skills
Digital : Salesforce Sales Cloud Experience Required: 10 & Above Years
Key Responsibilities
Define and architect scalable Contact Centre 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 centre 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 centre performance. Provide technical leadership for contact centre 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.
Required Skills & Experience
Strong understanding of contact centre and IVR architecture, including telephony, ACD, CTI, SIP, DTMF, speech IVR, call routing, queue management, call recording, agent desktop, and 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, and 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 (CTR), call recording, and Contact Lens analytics. Experience designing end-to-end IVR and contact flows across Salesforce Service Cloud Voice and Amazon Connect, including customer authentication, self-service options, skill-based routing, escalation paths, callback handling, and 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, and 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, and 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, and secure data exchange across contact centre applications. Experience leading enterprise contact centre transformation and modernization initiatives. Strong stakeholder management and communication skills across business and technical teams. Experience working in complex enterprise environments with Salesforce, Amazon Connect, MuleSoft, and integrated CRM ecosystems. Ability to drive architecture decisions, governance, and best practices across customer service platforms.
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!