Contact Center Solution Architect - Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | IVR | CTI

Contact Center Solution Architect – IVR | Salesforce Service Cloud Voice | Amazon Connect | MuleSoft | CTI

Skills and Responsibilities

Required Skills

• Strong understanding of Contact Center and IVR architecture, including:

• Telephony

• ACD

• CTI

• SIP

• DTMF

• Speech IVR

• Call routing

• Queue management

• Call recording

• Agent desktop

• 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

• 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

• Contact Lens analytics

• Experience designing end-to-end IVR and Contact Center flows across Salesforce Service Cloud Voice and Amazon Connect, including:

• Customer authentication

• Self-service options

• Skill-based routing

• Escalation paths

• Callback handling

• Agent transfer scenarios

• Proficiency in MuleSoft API-led connectivity for integrating upstream and downstream applications, including:

• Experience APIs

• Process APIs

• System APIs

• RAML/OpenAPI specifications

• API policies

• Transformations

• Error handling

• 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 (NLU)

• Intent design

• Bot tuning

• Agent assist

• Transcription

• Sentiment analysis

• Self-service optimization

• Knowledge of integration security and governance, including:

• OAuth 2.0

• JWT

• SSO

• Role-Based Access Control (RBAC)

• API gateway policies

• Encryption

• Secrets management

• Audit logging

• Throttling

• Rate limiting

• Secure data exchange across Contact Center applications

Responsibilities

• Define and architect scalable Contact Center 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 Center 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 Center performance.

• Provide technical leadership for Contact Center 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.