CX Integration Architect: CCaaS & CRM Expert

FalconSmartIT

New York (NY)

Hybrid

USD 140,000 - 185,000

Part time

9 days ago

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

FalconSmartIT seeks a Technical Contact Centre Integration Architect to lead the evolution of our CX ecosystem in New York. You will design, govern, and guide real-time integrations across telephony, AI self-service engines, and CRM platforms.

You will ensure secure data flow, scalable architectures, and compliance across PCI-DSS, GDPR, CCPA, and HIPAA while delivering high-availability and robust fault-tolerance for enterprise contact centers.

Qualifications

8+ years in software engineering or systems architecture with 4+ years in CCaaS/UCaaS and CRM integrations for enterprise-scale contact centers (1,000+ agents).
Bachelor's or Master's degree in Computer Science, Software Engineering, Telecommunications, or related field.
CCaaS/Salesforce Integration Architecture or MuleSoft credentials preferred; strong leadership and executive communication skills.

Responsibilities

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 syncing journey data across front-office and back-office systems.
Secure and orchestrate REST/SOAP APIs, WebSockets, and webhooks using 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 for telephony and WebRTC endpoints.
Design fault-tolerant frameworks, disaster recovery strategies for 99.99% uptime, and ensure PCI-DSS, GDPR, CCPA, HIPAA compliance across pipelines.