Role: Contact Center Integration Architect
Location: Remote
Duration: 12+ Month Contract
We are seeking a Technical Contact Center Integration Architect to lead the evolution of our customer experience (CX) ecosystem. The ideal candidate will design, govern, and guide the deployment of seamless integrations connecting communication infrastructure, telephony networks, AI self-service engines, and enterprise CRM platforms.
The role will ensure real-time customer context delivery and secure data flow across all digital and voice touchpoints.
Key Responsibilities
1. Integration Architecture & System Design
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Design end-to-end CCaaS-to-CRM/WFM integration blueprints.
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Architect robust CTI solutions, softphone components, and screen-pop workflows.
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Build real-time, event-driven data pipelines using pub/sub architecture.
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Synchronize customer journey data across front-office and back-office ERP/billing systems.
2. API, Middleware & Cloud Management
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Secure and orchestrate REST/SOAP APIs, WebSockets, and webhooks using modern API gateways such as MuleSoft, Apigee, and AWS API Gateway.
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Design cross-channel data models for AI, chatbots, and automated routing engines.
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Implement OAuth 2.0, SAML, and OIDC authentication frameworks for telephony and WebRTC endpoints.
3. Reliability, Scalability & Compliance
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Design fault-tolerant frameworks, circuit breakers, and disaster recovery strategies to support 99.99% uptime.
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Optimize payload latency for agent desktops.
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Enforce PCI-DSS, GDPR, CCPA, and HIPAA compliance across integration pipelines.
Qualifications & Experience
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8+ years of experience in software engineering or systems architecture.
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4+ years of experience dedicated to CCaaS/UCaaS and CRM integrations for enterprise-scale contact centers with 1,000+ agents.
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Bachelor’s or Master’s degree in Computer Science, Software Engineering, Telecommunications, or a related field.
Technical Competencies
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Architecture expertise across major CCaaS platforms such as Five9, Genesys, and NICE CXone.
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Strong experience with CRM platforms including Salesforce, ServiceNow, and Zendesk.
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Hands-on proficiency with iPaaS/middleware platforms such as MuleSoft, Boomi, Workato, and AWS Integration Services.
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Strong knowledge of SIP signaling, VoIP, WebRTC, JSON, and XML.
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Experience with stream-processing technologies such as Kafka and RabbitMQ.
Certifications & Leadership
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CCaaS/Salesforce Integration Architecture or MuleSoft certifications are preferred.
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Strong technical leadership and architecture governance experience.
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Experience developing architecture standards and documentation.
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Excellent executive communication and stakeholder management skills.
Ayush Tripathi
Technical Recruiter
Xchange Software Inc
.
Phone:
Fax:
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