Contact Center Solution Architect

Description:

Contact Center Solution Architect
📍 Location: Toronto, ON (Hybrid)
📄 Contract Opportunity
We are looking for an experienced Contact Center Solution Architect with expertise in Salesforce Service Cloud Voice (SCV), Amazon Connect, and enterprise contact center solutions.
🔹 Required Skills:
✅ Salesforce Service Cloud Voice (SCV)
✅ Amazon Connect / CTI / IVR Solutions
✅ Contact Center Architecture & Design
✅ Salesforce Integrations
✅ Omni-Channel Routing (Voice & Digital)
✅ Salesforce Agentforce
✅ Apex, Flows & Process Builder
✅ IVR Flows, Queues & Routing Profiles
✅ Contact Lens
✅ Customer Service Operations
✅ Technical Leadership & Solution Design
🔹 Responsibilities:
✔ Design and implement voice-enabled contact center solutions
✔ Integrate Salesforce Service Cloud Voice with Amazon Connect
✔ Translate business requirements into scalable technical solutions
✔ Lead deployments and support implementation teams
✔ Troubleshoot Salesforce integrations and contact center platforms
⭐ Preferred:
• Experience with Telephony Provider Platforms
• Strong CRM and Customer Service Domain Knowledge