Integration Architect

Job Title: Integration Architect

Location: New York, NY

Contract

Primary Skills: iPaaS, REST API, Middleware

Experience Level: 10 15 Years

• 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