Contact Center Technical Architect

Hello

This is Kumar from Tek Leaders Inc hope you are doing great. Please find the below Job Description.

Role: Contact Center Technical Architect

Location: New York NY (Hybrid Position)

Duration: Long Term

Skill Cluster : Data-DataStage with Python/Scala/Java/.NET ANSI SQL compliant Traditional Or Cloud DB Pipeline orchestration .

Primary Skill : iPaaS REST API Middleware

Job Description:

We are seeking a technical Contact Center Integration Architect to lead the evolution of our customer experience (CX) 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 systemsAPI 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 (1000 agents)

Education:

Bachelors or Masters 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

Work Experience 10-15Years

Thanks & Regards

Kumar K

IT Recruiter

Email:

LinkedIn:

Required Skills:

MiddlewareiPaaS