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About the Role
We are seeking an experienced IVR / Contact Center Solution Architect to lead the design and implementation of modern, cloud-based contact center solutions. The ideal candidate will have extensive experience architecting enterprise-scale customer service platforms using Salesforce Service Cloud Voice, Amazon Connect, and MuleSoft integrations.
This role requires a strong understanding of contact center operations, IVR design, omnichannel customer engagement, API-led integrations, and AI-powered customer service capabilities. The architect will work closely with business stakeholders, technical teams, and vendors to deliver scalable, secure, and high-performing customer engagement solutions.
Key Responsibilities:
- Architect scalable Contact Center and IVR solutions supporting inbound/outbound call flows, self-service journeys, intelligent routing, callback management, queue management, and seamless agent handoffs.
- Lead discovery workshops with business and technology stakeholders to gather customer journey requirements, call flows, integration needs, reporting expectations, and non-functional requirements.
- Design cloud-based contact center solutions using Salesforce Service Cloud Voice and Amazon Connect, ensuring scalability, resilience, security, compliance, and operational excellence.
- Design and integrate IVR, CTI, ACD, speech recognition, conversational AI, chatbots, call recording, and agent desktop capabilities with Salesforce CRM, MuleSoft, and enterprise applications.
- Define API-based integration architecture for customer authentication, case creation, knowledge recommendations, call transcription, agent assist, post-call summaries, and downstream business processes.
- Design routing strategies including skill-based routing, priority routing, escalation paths, SLA alignment, reporting dashboards, operational monitoring, and wallboards.
- Provide architectural leadership for contact center modernization initiatives focused on AI-enabled self-service, automation, customer experience improvements, and agent productivity.
- Collaborate with development, QA, infrastructure, security, release management, operations, and vendor teams throughout the solution lifecycle.
- Support production readiness, troubleshoot contact flow and integration issues, analyze queue performance, monitor SLA trends, and drive continuous improvement initiatives.
- Establish architecture standards, governance, and best practices for enterprise contact center platforms.
Requirements
10+ years of experience designing enterprise Contact Center and IVR solutions.
Strong understanding of contact center architecture including:
IVR
CTI
ACD
SIP
DTMF
Speech IVR
Call Routing
Queue Management
Call Recording
Omnichannel Customer Service
Hands-on experience with Salesforce Service Cloud Voice including:
Omni-Channel Routing
Voice Call Records
Screen Pop
Agent Console Configuration
Case Creation
Call Disposition
CRM Object Integration
Reporting & Dashboards
Strong experience with Amazon Connect including:
Contact Flows
Routing Profiles
Queues
Hours of Operation
Amazon Lex
AWS Lambda
Contact Trace Records (CTR)
Contact Lens Analytics
Call Recording
Experience designing end-to-end customer journeys across Salesforce Service Cloud Voice and Amazon Connect, including customer authentication, self-service, callbacks, agent transfers, and escalation paths.
Strong experience with MuleSoft API-led connectivity including:
Experience APIs
Process APIs
System APIs
RAML/OpenAPI
API Security Policies
Transformations
Error Handling
Reusable Integration Patterns
Experience integrating Salesforce, Amazon Connect, CRM platforms, authentication systems, customer profile services, knowledge management, notification platforms, reporting tools, and legacy enterprise applications.
Knowledge of conversational AI technologies including chatbots, speech recognition, NLU, intent modeling, transcription, sentiment analysis, and AI-powered agent assist capabilities.
Strong understanding of enterprise security including OAuth 2.0, JWT, SSO, RBAC, API Gateway policies, encryption, audit logging, throttling, secrets management, and secure API design.
Experience leading enterprise contact center transformation and modernization programs.
Excellent stakeholder management, communication, and solution presentation skills.
Proven ability to define architecture governance, standards, and best practices across large-scale customer service platforms.
About the Company
Winobell is an IT consulting and services company specializing in Salesforce implementation, customization, and enterprise software solutions. We help businesses streamline their processes, enhance customer relationships, and achieve digital transformation through cutting-edge technology and expert consulting.