Experience Level: 10-15 Years
Role Overview
We are seeking a technical Contact Center Integration Architect to lead the evolution of our customer experience (CX) ecosystem. In this role, you will design, govern, and guide the deployment of seamless integrations connecting communication infrastructure, telephony networks, AI self-service engines, and enterprise CRM platforms. You will ensure real-time customer context delivery and secure data flow across all digital and voice touchpoints
Key Responsibilities
Integration Architecture & System Design: Design end-to-end CCaaS-to-CRM/WFM blueprints. Architect robust CTI solutions, softphone components, and screen-pop workflows. Build real-time, event-driven data pipelines (pub/sub architecture) syncing journey data across front-office and back-office ERP/billing systems
API, Middleware & Cloud Management: Secure and orchestrate REST/SOAP APIs, WebSockets, and webhooks using modern gateways (MuleSoft, Apigee, AWS API Gateway). Design cross-channel data models for AI, chatbots, and automated routing engines. Implement OAuth 2.0, SAML, and OIDC authentication frameworks for telephony and WebRTC endpoints.
Reliability, Scalability & Compliance: Design fault-tolerant frameworks, circuit breakers, and disaster recovery strategies for 99.99% uptime. Optimize payload latency for agent desktops and enforce strict PCI-DSS, GDPR, CCPA, and HIPAA compliance across pipelines
Qualifications & Experience
Experience: 8+ years in software engineering or systems architecture, with 4+ years dedicated to CCaaS/UCaaS and CRM integrations for enterprise-scale contact centers (1,000+ agents)
Education: Bachelor's or Master's degree in Computer Science, Software Engineering, Telecommunications, or related field.
Technical Competencies:
Architecture expertise across major CCaaS platforms (Five9, Genesys, Nice CXone) and CRMs (Salesforce, ServiceNow, Zendesk)
Hands-on proficiency with iPaaS/middleware (MuleSoft, Boomi, Workato, AWS Integration Services)
Mastery of SIP signaling, VoIP, WebRTC, JSON, XML, and stream processing (Kafka, RabbitMQ)
Certifications & Leadership: CCaaS/Salesforce Integration Architecture or MuleSoft credentials preferred. Strong technical leadership, architecture standards writing, and executive communication skills
