Technical Contact Center Integration Architect

Position: Technical Contact Center Integration Architect

Location: NYC, NY

Experience Level: 10–15 Years

Work Arrangement: On-site Hybrid Model

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.

Alchemy: Transforming Your Professional Vision into Reality

Since our inception in 2013, Alchemy has been dedicated to reshaping organizational performance through innovative IT services. With a vision to empower businesses seeking a transformative edge, we’ve positioned ourselves at the forefront of digitization and software modernization.

Our name reflects our mission: to transmute technology into gold-standard solutions for our esteemed clients. We proudly serve a diverse range of sectors, including IT and ITES, BFSI, Telecom and Media, Automotive, Manufacturing, Energy, Oil and Gas, Real Estate, Retail, Healthcare, and more.

With a global footprint spanning the USA, India, Europe, Canada, Singapore, Japan, and parts of Central and West Africa, we harness a unique blend of competencies, frameworks, and cutting-edge technologies. Together, we drive growth and innovation across industries, helping organizations turn their visions into reality.

Alchemy – Connecting Talent with Opportunities (Diversity, Equity and Inclusion)