Job title: Senior Integration Engineer

Location: Plano, TX (Hybrid- 2-3 onsite in a week)

Position Overview

We are seeking a skilled Senior Integration Engineer with expertise in call center technologies to bridge our communication platforms with enterprise systems.

This role will focus on designing, implementing, and maintaining integrations between our Nice InContact call center platform and various CRM and ticketing systems, creating seamless workflows for our customer service operations.

The ideal candidate will have strong Salesforce development experience, particularly with Salesforce Service Cloud and SF Agent integration.

Key Responsibilities

Design and develop robust API integrations between Nice InContact and enterprise systems including ServiceNow, Salesforce, and other CRM platforms.

Build and enhance Salesforce Service Cloud components that integrate with contact center platforms.

Configure and customize Salesforce Service Console and SF Agent for optimal agent experience.

Create and maintain documentation for all integration points, workflows, and technical specifications.

Troubleshoot complex integration issues across multiple tiers of support.

Collaborate with business stakeholders to understand requirements and translate them into technical solutions.

Implement best practices for security, performance, and scalability in all integrations.

Develop and execute testing strategies to ensure reliability of integration points.

Provide technical guidance to team members on integration approaches and standards.

Monitor integration performance and recommend improvements.

Required Qualifications:

5+ years of experience with API development and integration in enterprise environments

Demonstrated experience integrating call center platforms (particularly Nice InContact) with CRM and ticketing systems.

Strong knowledge of Salesforce development, including Apex, Lightning Components, and Salesforce APIs

Experience implementing and customizing Salesforce Service Cloud and SF Agent for contact centers.

Proven experience with ServiceNow integration capabilities and API frameworks

Experience with RESTful APIs, SOAP, JSON, and XML

Proficiency in at least one programming language relevant to integration development (JavaScript, Python, Java, or C#)

Understanding of telephony concepts, IVR workflows, and contact center operations.

Experience with web-hook implementations and event-driven architectures

Knowledge of authentication protocols (OAuth, SAML, JWT)

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)

Preferred Qualifications

Salesforce certifications (Platform Developer, Service Cloud Consultant)

Nice InContact certification or extensive platform experience

Experience with CTI adapters and telephony integration in Salesforce

Knowledge of Salesforce Digital Engagement and omni-channel routing

Experience with WebRTC and SIP protocols

Experience with cloud platforms (AWS, Azure, or GCP)

Familiarity with CI/CD pipelines and DevOps practices

Experience with data transformation and ETL processes

Understanding of contact center metrics and reporting requirements