Contact Center Solution Architect – IVR, Salesforce & Amazon Connect

Full-time other-general

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 se...