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.