IVR & Contact Center Solution Architect (Salesforce)

Apptoza Inc.; Toronto; On-site; CAD 120,000 - 180,000; Part time

Job summary

Apptoza Inc. in Toronto, ON seeks an experienced IVR-Contact Center Solution Architect to design and implement voice-enabled contact center solutions using Salesforce Service Cloud Voice and CIVR systems.

The role demands deep expertise in CRM, telephony, and omni-channel routing for scalable customer interactions. Responsibilities include leading deployments, customizing Apex/Flows, integrating Salesforce with Amazon Connect, and translating business requirements into technical designs.

Qualifications

• 8+ years experience in design, configuration, and implementation of voice-enabled contact center solutions.
• Strong expertise in CRM, telephony, and customer service operations to deliver scalable voice experiences.
• Experience with Salesforce integrations with internal and external systems.
• Experience implementing Omni-channel routing for voice and digital channels.
• Customization experience with Apex, Flows and Process Builder in Salesforce.
• Ability to translate business requirements into scalable contact center designs and technical specs.
• Design of SCV solutions integrating Salesforce with Amazon Connect for improved customer interactions.
• Understanding IVR flows, queues, routing profiles, and Contact Lens.
• Support deployment and lead teams through projects.
• Knowledge of telephony provider platforms, preferably Amazon Connect.

Responsibilities

• Design, configure, and implement voice-enabled contact center solutions using Salesforce and CIVR systems.
• Deliver optimized and scalable voice experiences across CRM and telephony.
• Troubleshoot Salesforce integrations with internal/external systems.
• Implement Omni-channel routing for voice and digital channels.
• Customize Salesforce components using Apex, Flows, and Process Builder.
• Translate business requirements into scalable contact center designs and technical specs.
• Design SCV solutions integrating Salesforce Service Cloud Voice with Amazon Connect.
• Understand IVR flows, queues, routing profiles, and Contact Lens.
• Support deployment and lead project teams.
• Collaborate with telephony providers (preferably Amazon Connect).

Skills

Salesforce

Contact Center Design

Voice Integration

Omni-Channel Routing

Apex/Flows

Salesforce Integrations

IVR / Queues

Tools

Amazon Connect

Salesforce Service Cloud

CRM Integration

Job description

Location : Toronto, ON 3days WFO

Duration : Contract

Exp Level : 8+ years

Role Descriptions: IVR-Contact Center Solution Architect Position Salesforce Service Cloud Voice

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