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

Contact Center Solution Architect – IVR | Salesforce Service Cloud Voice | Amazon Connect | Mule. Soft | 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 Mule. Soft 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, Mule. Soft, 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 Mule. Soft 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.