Ivr Contact Center Solution Architect Jobs in Toronto, Ontario, Canada
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Toronto, Ontario, Canada
IVR Contact Center Solution Architect
About the role
Job Role: IVR Contact Center Solution Architect
Location: Toronto, ON (Fully In-Office 5 days and Week) Long Time Contract
About the Role
We are seeking an experienced IVR Contact Center Solution Architect with 10+ years of experience to lead the design and implementation of scalable, cloud-based contact center solutions. The ideal candidate will have deep expertise in Salesforce Service Cloud Voice, Amazon Connect, MuleSoft, IVR architecture, CTI, and enterprise integrations. This role involves defining end-to-end customer service solutions, modernizing contact center platforms, and driving architecture best practices across enterprise environments.
Required Skills
10+ years of experience in Contact Center and IVR Solution Architecture. Strong expertise in Salesforce Service Cloud Voice and Salesforce CRM. Hands-on experience with Amazon Connect, including contact flows, routing profiles, Contact Lens, AWS Lambda, and Amazon Lex. Strong knowledge of IVR, CTI, ACD, SIP, DTMF, call routing, queue management, call recording, and omnichannel customer service. Experience with MuleSoft API-led Connectivity, including Experience APIs, Process APIs, System APIs, RAML, OpenAPI, API policies, and reusable integration patterns. Experience designing integrations between Salesforce, Amazon Connect, CRM platforms, authentication services, case management, knowledge management, and enterprise applications. Knowledge of conversational AI, chatbot design, speech recognition, NLU, sentiment analysis, transcription, and agent assist capabilities. Strong understanding of OAuth 2.0, JWT, SSO, RBAC, API security, encryption, audit logging, and secure API governance. Experience leading enterprise contact center modernization and digital transformation initiatives. Excellent stakeholder management, communication, and solution architecture skills.
Responsibilities
Design and architect scalable Contact Center and IVR solutions for inbound and outbound customer interactions. Lead discovery workshops to gather business, operational, technical, and integration requirements. Design cloud-based customer service solutions using Salesforce Service Cloud Voice and Amazon Connect. Architect IVR, CTI, ACD, conversational AI, chatbot, speech recognition, and agent desktop capabilities. Design API-driven integrations between Salesforce, Amazon Connect, MuleSoft, CRM systems, and enterprise platforms. Define routing strategies, queue management, SLA monitoring, reporting dashboards, and operational performance metrics. Provide technical leadership for contact center modernization, automation, and customer experience initiatives. Collaborate with development, QA, infrastructure, security, operations, and vendor teams throughout the project lifecycle. Support production readiness, troubleshooting, performance optimization, and continuous improvement initiatives.
Nice-to-Have
Experience with AI-enabled self-service and intelligent agent assist solutions. Knowledge of Contact Trace Records (CTR), Contact Lens analytics, and real-time reporting. Experience working in large enterprise customer service environments. Salesforce certifications, MuleSoft certifications, or AWS certifications. Experience with customer journey optimization and contact center analytics.
Thanks & Regards, Ranjeet Kumar |Talent Acquisition Specialist Tel: 437-292-5839 Email id – ranjeet.kumar@scalable-systems.com Linkedin ID- www.linkedin.com/in/ranjeet-k-saini-7a583485 Web – https://www.scalable-systems.com/
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About Scalable Systems
Scalable Systems is a Data, Analytics & Digital Transformation Company focused on vertical-specific innovative solutions.
By providing next-generation technology solutions and services, we help organizations to identify risks & opportunities, achieve operational excellence and to gain an innovative edge.
We take a holistic approach to solve industry challenges by focusing both on technology and industry verticals. Our focus on technology innovation and collaboration with the world's leading technology companies helps us stay ahead of the curve. Our focus on verticals helps us to understand industry-specific challenges. Our value lies in our ability to link the best technology solution to complex business challenges in the most cost-effective and innovative way.
Headquartered in New Jersey, we are a Minority Certified company by the National Minority Supplier Development Council and the State of New Jersey, with operations in the USA, Europe and Asia.