Solutions Architect

Envision Technology Solutions; Toronto; On-site; CAD 120,000 - 170,000; Full time

Job summary

Envision Technology Solutions in Toronto, Ontario seeks an experienced IVR / Contact Centre Solution Architect with deep expertise in Salesforce Service Cloud Voice and Amazon Connect to design scalable voice-enabled contact centre solutions.

You will bridge Salesforce, telephony, IVR, and customer service operations while leading technical teams through architecture, integration, and deployment.

Qualifications

• Experience with Salesforce SCV, Amazon Connect, and IVR design.
• Ability to translate business requirements into scalable technical solutions.
• Experience leading technical teams and deployments.
• Familiarity with telephony service providers is preferred.

Responsibilities

• Design and implement scalable voice-enabled contact centre solutions.
• Lead technical teams through delivery and deployment.
• Troubleshoot and implement telephony integrations.
• Translate business requirements into technical architectures.

Skills

Salesforce SCV

Amazon Connect

IVR design & architecture

Omni-Channel routing

CRM & contact centre operations

Stakeholder leadership

Tools

Salesforce Apex

Salesforce Flows

Process Builder

System integration

Job description

We are looking for an experienced IVR / Contact Centre Solution Architect with strong expertise in Salesforce Service Cloud Voice (SCV) and Amazon Connect to design and implement scalable voice-enabled contact centre solutions.

• Salesforce Service Cloud Voice & Amazon Connect
• CRM, telephony & Contact Centre operations
• Omni-Channel routing for voice & digital channels
• Salesforce Apex, Flows & Process Builder
• Salesforce integration with internal/external systems
• Translate business requirements into technical solutions
• Troubleshooting and solution implementation
• Team leadership and deployment support
• Experience with telephony service providers preferred

Ideal Candidate:

A strong Solution Architect who can bridge Salesforce, telephony, IVR, and customer service operations while leading technical teams and delivering scalable contact centre solutions.