Integration Technical Architect

Tek Leaders Inc; New York (NY); Hybrid; USD 140,000 - 210,000; Full time

Job summary

Tek Leaders Inc. seeks a seasoned Contact Center Integration Architect to lead CX ecosystem integrations across telephony, AI self-service engines, and enterprise CRM platforms.

You will design end-to-end CCaaS-to-CRM/WFM blueprints, build real-time data pipelines, and ensure secure data flow across touchpoints. The role requires 8+ years in software engineering or architecture, with 4+ years in CCaaS/UCaaS and CRM integrations for large contact centers.

Qualifications

• 8+ years in software engineering or systems architecture.
• 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.

Responsibilities

• Design end-to-end CCaaS-to-CRM/WFM blueprints and robust CTI solutions.
• Architect real-time, event-driven data pipelines syncing journey data across systems.
• Govern and guide deployment of integrations ensuring data security and PCI-DSS, GDPR, CCPA, HIPAA compliance.

Skills

iPaaS

REST API

Middleware

Data-Stage

Python

Scala

Java

.NET

ANSI SQL

Education

Bachelor’s or Master’s degree in Computer Science or related field

Tools

MuleSoft

Boomi

Workato

AWS Integration Services

Five9

Genesys

Salesforce

ServiceNow

Zendesk

Job description

Skill Cluster

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

Primary Skill

Primary Skill : iPaaS, REST API, Middleware

Experience

Experience : 15 years

Job Requirements Experience Level

10–15 Years - 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

Work Experience 10-15Years