IVR / Contact Centre Solution Architect
- Toronto, ON
- On-site
- Posted Aug 21, 2026
- 1 position
Opens an external site
- Employment type
- Full-time
- Experience level
- Lead · 10+ years
- Apply by
- Feb 17, 2027
- Posting language
- English
- Working hours
- 40 hours per week
- Seniority
- Mid-Senior level
- Application method
- Direct apply is available
Job summary
Design and implement Salesforce Service Cloud Voice and Amazon Connect contact center solutions. Lead deployments and translate business requirements into scalable technical architectures and IVR flows.
Job details
Experience: 10+ 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, routing profiles and Contact Lens. Implement Omni-Channel Routing for voice and digital channels, including Salesforce Agentforce. Integrate Salesforce with internal/external systems and troubleshoot integrations. Customize Salesforce using Apex, Flows and Process Builder. Translate business requirements into scalable contact center architecture and technical designs. Lead deployments and provide technical guidance to development teams. Must-Have Skills Salesforce Service Cloud Voice (SCV) Amazon Connect & Contact Center IVR Salesforce integrations & Omni-Channel IVR, Telephony & CRM Apex, Flows, Process Builder IVR Flows, Queues, Routing Profiles, Contact Lens Solution Architecture & Technical Design Strong troubleshooting and team leadership
What you’ll do
Design and implement Salesforce Service Cloud Voice and Amazon Connect contact center solutions. Lead deployments and translate business requirements into scalable technical architectures and IVR flows.
Requirements
Requires over 10 years of experience with strong expertise in Salesforce SCV, Amazon Connect, and CRM integrations. Must be proficient in Apex, Flows, and the design of routing profiles and queues.
Listed skills
- Flows · Preferred
- Customer service · Preferred
- Technical · Preferred
- Leadership · Preferred
- Process · Preferred
- Integrations · Preferred
- Development · Preferred
- Team Leadership · Preferred
- Salesforce · Preferred
- Customer · Preferred
- Apex · Preferred
- CRM · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Salesforce Service Cloud Voice
- Amazon Connect
- IVR Design
- Omni-Channel Routing
- Apex
- Salesforce Flows
- Process Builder
- Contact Lens
- Solution Architecture
- CRM Integration
- Telephony
- Technical Design
- Troubleshooting
- Team Leadership
- Salesforce Agentforce
- Routing Profiles
Job areas
- Technology
- Software
- Consulting
- Engineering
- Customer Service & Support
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