Solution Architect – Salesforce Service Cloud Voice, Amazon Connect & Contact Center

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Toronto; On-site; CAD 110,000 - 150,000; Full time

Job summary

Astra-North Infoteck Inc. in Toronto is seeking a Solution Architect to design and implement Salesforce Service Cloud Voice solutions, integrating Amazon Connect and CIVR components for scalable contact center experiences.

You will translate business requirements into technical designs, lead deployment, and collaborate with telephony providers to optimize routing, IVR, and agent workflows. This role demands hands-on expertise and leadership to deliver robust, scalable voice solutions.

Qualifications

• Experience designing voice-enabled contact center solutions using Salesforce and CIVR systems.
• Expertise in CRM, telephony, and customer service operations to deliver scalable voice experiences.
• Experience with Salesforce integrations with internal/external systems.
• Experience in omni-channel routing for voice and digital channels and Salesforce Agent Force.
• Experience customizing Salesforce components: Apex, Flows, and Process Builder.

Responsibilities

• Translate business requirements into scalable contact center designs and technical specifications.
• Design SCV solutions integrating Salesforce Service Cloud Voice with Amazon Connect.
• Lead deployment and guide teams through implementation.
• Understand IVR flows, queues, routing profiles, and Contact Lens.

Skills

Salesforce Service Cloud Voice

Amazon Connect

CRM

Telephony Knowledge

Customer Service Operations

Salesforce Integrations

Omni-channel Routing

Apex

Flows

Process Builder

IVR Flows

Queues

Routing Profiles

Contact Lens

Team Leadership

Tools

Salesforce

Amazon Connect

Job description

Solution Architect - Salesforce Service Cloud Voice, Amazon Connect

Solution Architect Position Salesforce Service Cloud Voice:

• 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.
• Good to have experience working with Telephony Provider Platform with the Services (Preferably Amazon connect).