Technical Contact Centre Integration Architect

FalconSmartIT; New York (NY); Hybrid; USD 140,000 - 185,000; Part time

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.

Skills

CCaaS/UCaaS

CRM integrations

API design

Data modeling

OAuth/SAML/OIDC

WebRTC

SIP signaling

Kafka

RabbitMQ

Security & compliance

Leadership

Education

Bachelor's/Master's in CS

Tools

MuleSoft

Boomi

Workato

AWS Integration Services

Apigee

Job description

Job Title: Technical Contact Centre Integration ArchitectLocation: New York, NY (Hybrid)Job Type: ContractJob Description :We are seeking a technical Contact Centre 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 touchpointsKey ResponsibilitiesIntegration 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 pipelinesQualifications & ExperienceExperience: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:Bachelors or Masters degree in Computer Science, Software Engineering, Telecommunications, or related field.TechnicalCompetencies: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 skillsWork