Software Architect

Short Description

Our partner is a trusted provider of integrated contact center and communication solutions. With decades of industry experience, they help enterprises modernize their customer engagement by seamlessly connecting front-end contact center platforms with back-office systems, AI technologies, and business-critical applications. As they expand their footprint in the AI-enhanced customer experience space, they are seeking a Solution Architect to join their dynamic team and help design and build scalable, secure, and innovative integration solutions for their enterprise clients.

Description

Role Overview: You will act as both a technical leader and hands-on developer, responsible for designing, developing, and implementing integration solutions that connect contact center platforms (such as Avaya, Genesys, or Microsoft Teams Contact Center) with enterprise CRMs (like Salesforce, Dynamics, or ServiceNow), AI modules, and analytics platforms. Key Responsibilities:

• Design scalable, secure, and high-performance solution architectures for client projects.
• Lead the end-to-end integration of contact center systems with CRMs, AI engines (e.g., NLP/chatbots), workforce management, and reporting platforms.
• Collaborate with product managers, clients, and internal stakeholders to gather requirements and translate them into technical designs.
• Write clean, modular, and maintainable code (where required) in relevant programming languages (e.g., C#, Python, JavaScript/TypeScript).
• Define and document system architecture, integration flows, APIs, and deployment models.
• Ensure solutions adhere to architectural standards, data privacy regulations (e.g., GDPR), and security best practices.
• Mentor junior developers and support the technical onboarding of team members.
• Troubleshoot issues across environments and provide ongoing support for deployed systems.
• Stay current with industry trends in contact center technologies, cloud platforms, and AI tools. 

Requirements

Must-Have: 

• Problem solving and “can do” attitude 
• 5+ years of software development experience 
• Strong understanding of CRM systems (Salesforce, Dynamics 365, ServiceNow) and RESTful APIs. 
• Experience designing and building microservices, APIs, and event-driven architectures. 
• Proficiency in one or more development languages: C#, .NET, JavaScript/TypeScript, Python. 
• Familiarity with AI-powered tools such as chatbots, NLP engines (Dialogflow, Azure Cognitive Services, etc.). 
• Working knowledge of cloud platforms (Azure preferred; AWS or GCP also valuable). 
• Strong communication and stakeholder management skills. 

• Experience integrating contact center platforms (Avaya, Genesys, Microsoft Teams, NICE, etc.) with enterprise applications. 
• Experience with low-code/no-code integration tools (Power Automate, Zapier, etc.). 
• Knowledge of telephony protocols (SIP, WebRTC) and omnichannel communications. 
• Certification in Microsoft Azure or AWS architecture is a plus.
• Background in enterprise IT/security compliance and GDPR. 

Offer

• Opportunity to work with cutting-edge communication and AI technologies. 
• Collaborative and flexible work environment
• Exposure to large-scale enterprise integration projects across diverse industries.
• Competitive compensation and growth opportunities
• Work with a passionate and innovative team diving digital transformation in customer experience.