Integration Architect

Integration Architect

Location: NYC, NY (Hybrid)

Duration : Long term

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
• 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

“Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.”