IVR Contact Center Solution Architect

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 – [email protected] Linkedin ID- www.linkedin.com/in/ranjeet-k-saini-7a583485 Web – https://www.scalable-systems.com/

Design and architect scalable cloud-based contact center and IVR solutions using Salesforce and Amazon Connect. Lead discovery workshops and provide technical leadership for contact center modernization and digital transformation initiatives.

Requires 10+ years of experience in Contact Center and IVR Solution Architecture with deep expertise in Salesforce and Amazon Connect. Candidates must possess strong knowledge of API-led connectivity, conversational AI, and enterprise integration patterns.

Identified from the job description. Confirm important requirements above.

• Salesforce Service Cloud Voice
• Amazon Connect
• MuleSoft
• IVR Architecture
• CTI
• ACD
• SIP
• DTMF
• AWS Lambda
• Amazon Lex
• Conversational AI
• API-led Connectivity
• OAuth 2.0
• JWT
• SSO
• RBAC

Minimum experience

10+ years

Apply by

Aug 26, 2026