Contact Center Solution Architect

Pacer Group; Toronto; Hybrid; CAD 103,000 - 110,000; Part time

Job summary

Pacer Group is seeking an IVR / Contact Centre Solution Architect in Toronto, ON for a 12-month contract. Hybrid work arrangement: three days per week in office.

The role focuses on designing, configuring, and implementing voice-enabled contact center solutions using Salesforce Service Cloud Voice and Amazon Connect, with ongoing integration work and team leadership. The candidate should have extensive CRM/telephony experience, be capable of translating business requirements into scalable

Qualifications

• Experience designing and implementing voice-enabled contact center solutions using Salesforce and CIVR systems (Amazon Connect preferred).
• Strong CRM/telephony knowledge and customer service operations for optimized, scalable voice experiences.
• Experience with Salesforce integrations with internal and external systems.
• Experience implementing omni-channel routing for voice and digital channels.
• Experience customizing Salesforce components (Apex, Flows, Process Builder).
• Translate business requirements into scalable contact center designs and technical specs.
• Design SCV solutions integrating Salesforce Service Cloud Voice with Amazon Connect to improve customer interactions.
• Understanding of IVR flows, queues, routing profiles and contact lens.

Responsibilities

• Translate business requirements into scalable contact center designs and technical specifications.
• Lead the design and deployment of voice-enabled contact center solutions.
• Guide and support the teams during deployment and integration efforts.
• Collaborate with stakeholders to optimize Omni-channel routing and agent workflows.

Skills

Salesforce Service Cloud Voice

Amazon Connect

Tools

Apex

Salesforce Flows

Process Builder

Job description

Job Title: IVR / Contact Centre Solution Architect

Location: Toronto, ON

Work Arrangement: Hybrid: 3 days/ week WFO

Employment Type: Contract

Duration: 12 Months

Pay Rate: CAD 75-80/hour Incorporated

Domain: BFSI

Application Deadline: Sept. 30th, 2026

SKILLS REQUIRED:

Primary Kills: Salesforce Service Cloud Voice, Amazon Connect

• Experience on Designing| Configuring and implementing Voice-Enabled Contact Center Solutions using Salesforce and any CIVR system (Amazon Connect preferred).
• Should have expertise in CRM| Telephony Knowledge| Customer Service Operations to deliver optimized and scalable voice experiences.
• Experience and Troubleshooting working with Salesforce Integrations with Other Internal and External Systems.
• Experience in Implementing Omni-channel Routing for Voice and Digital Channels| also Salesforce Agent Force.
• Experience Customizing Salesforce Components Apex| Flows and Process Builders.
• Translate the Business Requirement into Scalable Contact center Designs| and Technical-Specifications.
• Design SCV Solutions Integrating Salesforce Service Cloud Voice with Amazon Connect to improve Customer Interactions.
• Understanding and experience on IVR Flows| Queues| Routing Profiles and Contact Lens.
• Support Deployment and Lead the Teams.

EEOC Compliance:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

DISCLAIMER

AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.