Contact Center Solution Architect

Job Title: IVR / Contact Centre Solution Architect

Location: Toronto, ON

Work Arrangement: Hybrid: 3 days/ week WFO

Employment Type: Contract

Duration: 12 Months

Pay Rate: CAD 75-80/hour Incorporated

Domain: BFSI

Application Deadline: Sept. 30th, 2026

SKILLS REQUIRED:

Primary Kills: Salesforce Service Cloud Voice, Amazon Connect

Experience on Designing| Configuring and implementing Voice-Enabled Contact Center Solutions using Salesforce and any CIVR system (Amazon Connect preferred).

Should have expertise in CRM| Telephony Knowledge| Customer Service Operations to deliver optimized and scalable voice experiences.

Experience and Troubleshooting working with Salesforce Integrations with Other Internal and External Systems.

Experience in Implementing Omni-channel Routing for Voice and Digital Channels| also Salesforce Agent Force.

Experience Customizing Salesforce Components Apex| Flows and Process Builders.

Translate the Business Requirement into Scalable Contact center Designs| and Technical-Specifications.

Design SCV Solutions Integrating Salesforce Service Cloud Voice with Amazon Connect to improve Customer Interactions.

Understanding and experience on IVR Flows| Queues| Routing Profiles and Contact Lens.

Support Deployment and Lead the Teams.

EEOC Compliance:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

DISCLAIMER

AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.

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