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

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.

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.