IVR / Contact Centre Solution Architect - Salesforce Service Cloud Voice || Toronto, ON - Onsite
Acestack
IVR / Contact Centre Solution Architect Salesforce Service Cloud Voice
Location: Toronto, ON - Hybrid, From day 1
Employment: Full-Time / Permanent (FTE)
Job Summary: We are seeking an experienced IVR / Contact Centre Solution Architect with strong expertise in Salesforce Service Cloud Voice (SCV) and contact centre technologies. The ideal candidate will have hands-on experience designing and implementing voice-enabled contact centre solutions , preferably using Amazon Connect , along with strong knowledge of CRM, telephony, omnichannel routing, IVR, and Salesforce integrations.
Key Responsibilities
Design, configure, and implement voice-enabled contact centre solutions using Salesforce Service Cloud Voice and IVR/CIVR platforms, preferably Amazon Connect .
Translate business requirements into scalable contact centre architecture, solution designs, and technical specifications .
Design and implement Salesforce Service Cloud Voice solutions integrated with Amazon Connect to enhance customer interactions.
Design and implement Omni-Channel routing across voice and digital channels, including Salesforce Agentforce .
Develop and customize Salesforce components using Apex, Flows, and Process Builder .
Integrate Salesforce with internal and external applications and troubleshoot complex integration issues.
Design and support IVR flows, queues, routing profiles, and Amazon Connect Contact Lens capabilities.
Provide technical leadership throughout solution deployment and work closely with development and implementation teams.
Support production deployment, troubleshooting, optimization, and continuous improvement of contact centre solutions.
Collaborate with business, technology, CRM, telephony, and customer-service stakeholders to deliver optimized and scalable voice experiences.
Required Skills & Experience
Strong experience as a Solution Architect / Technical Architect in Salesforce and Contact Centre environments.
Hands-on experience with Salesforce Service Cloud Voice (SCV) .
Strong understanding of CRM, telephony, IVR, contact centre operations, and customer service processes .
Experience with Amazon Connect or another enterprise telephony/contact centre platform.
Strong experience with Salesforce integrations with internal and external systems.
Experience with Omni-Channel routing for voice and digital channels.
Experience with Salesforce Agentforce .
Strong Salesforce development/customization knowledge including Apex, Flows, and Process Builder .
Experience designing IVR flows, queues, routing profiles, and Contact Lens .
Ability to convert business requirements into technical architecture and scalable solution designs .
Experience supporting deployments and leading technical teams .
Nice to Have
Experience working directly with Amazon Connect and telephony provider platforms .
Knowledge of cloud-based contact centre architecture and voice integration patterns.
Experience with enterprise-scale Salesforce Service Cloud implementations.
Candidate Profile: The ideal candidate is a hands-on Solution Architect who can bridge business requirements, Salesforce architecture, telephony/IVR technologies, and contact centre operations while providing technical leadership throughout implementation and deployment.
- ...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...CloudSalesforce
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