IVR / Contact Centre Solution Architect

PeoplePilot; Toronto; On-site; CAD 110,000 - 160,000; Full time

Job summary

PeoplePilot in Toronto is seeking a senior integration architect to design and implement end-to-end contact centre solutions using Salesforce Service Cloud Voice and Amazon Connect. You will lead integration design, API-led connectivity, and real-time data exchanges across CRM, middleware, and legacy systems.

Responsibilities include defining routing, self-service flows, agent desktop integration, and governance of security standards, while collaborating with cross-functional teams to deliver

Qualifications

• Experience designing end-to-end IVR and contact flows across multiple platforms.
• Strong knowledge of Salesforce Service Cloud Voice and Amazon Connect.
• Proficiency in MuleSoft API-led connectivity and API governance.
• Ability to lead workshops with business and IT stakeholders and capture requirements.
• Experience with security practices (OAuth 2.0, JWT, SSO) and data integration.

Responsibilities

• Design and architect scalable contact centre solutions including IVR, CTI, and routing.
• Lead integration projects across Salesforce, Amazon Connect, MuleSoft, and CRM systems.
• Define and implement real-time data exchanges and reporting capabilities.
• Collaborate with cross-functional teams to ensure production readiness.
• Support continuous improvement of customer experience through automation.

Skills

Contact centre architecture

IVR design

Salesforce Service Cloud Voice

Amazon Connect

MuleSoft API-led connectivity

API integration

OAuth 2.0 / JWT / SSO

Real-time data integration

Conversational AI

Agent desktop integration

Tools

Salesforce Service Cloud Voice

Amazon Connect

MuleSoft

Job description

• Strong understanding of contact Centre and IVR architecture, including telephony, ACD, CTI, SIP, DTMF, speech IVR, call routing, queue management, call recording, agent desktop, and omnichannel service capabilities.
• Hands-on experience with Salesforce Service Cloud Voice, including Omni-Channel routing, voice call records, screen pop, agent console configuration, case creation, call disposition, Salesforce CRM object integration, and reporting.
• Strong working knowledge of Amazon Connect, including contact flows, queues, routing profiles, hours of operation, prompts, Amazon Lex integration, AWS Lambda integration, Contact Trace Records, call recording, and Contact Lens analytics.
• Experience designing end-to-end IVR and contact flows across Salesforce Service Cloud Voice and Amazon Connect, including customer authentication, self-service options, skill-based routing, escalation paths, callback handling, and agent transfer scenarios.
• Proficiency in MuleSoft API-led connectivity for integrating upstream and downstream applications, including Experience APIs, Process APIs, System APIs, RAML Open API specifications, API policies, transformations, error handling, and reusable integration patterns.
• Ability to design real-time and near-real-time integrations between Salesforce, Amazon Connect, MuleSoft, CRM, customer profile systems, authentication services, case management, knowledge management, notification services, reporting platforms, and legacy enterprise applications.
• Knowledge of conversational AI and automation capabilities, including chatbot design, speech recognition, natural language understanding, intent design, bot tuning, agent assist, transcription, sentiment analysis, and self-service optimization.
• Knowledge of integration security and governance, including OAuth 2.0, JWT, SSO, role-based access control, API gateway policies, encryption, secrets management, audit logging, throttling, rate limiting, and secure data exchange across contact Centre applications.
• Define and architect scalable Contact Centre and IVR solutions covering inbound and outbound call flows, self-service journeys, intelligent routing, callback, queue management, and agent handoff scenarios.
• Lead discovery workshops with business, operations, and technology stakeholders to capture customer journeys, call flow logic, integration needs, reporting requirements, and non-functional requirements. Design cloud-based contact Centre solutions using Salesforce Service Cloud Voice and Amazon Connect, ensuring scalability, resiliency, security, compliance, and operational efficiency.
• Architect IVR, CTI, ACD, call recording, speech recognition, conversational AI, chatbot, and agent desktop capabilities integrated with Salesforce, CRM, legacy platforms, middleware, and backend services through MuleSoft APIs.
• Design API-based integrations for customer identification and verification, case creation, knowledge recommendations, call transcription, post-call summaries, real-time agent assist, reporting, and downstream enterprise processes.
• Define routing strategies, skill-based routing, priority routing, escalation paths, SLA alignment, reporting dashboards, wallboards, and operational monitoring for contact Centre performance.
• Provide technical leadership for contact Centre modernization and process improvement initiatives,
• including AI-enabled self-service, agent assist, automation, and customer experience enhancements.
• Collaborate with development, QA, release management, infrastructure, security, operations, and vendor teams to support end-to-end design, implementation, testing, deployment, and production readiness.
• Support troubleshooting and continuous improvement by analyzing incidents, contact flow failures, integration issues, queue performance, SLA trends, and customer experience metrics.