Contact Center Solutions Engineer (Hybrid in Plano area)

NTT DATA • Plano, TX

2d • Hybrid

About The Position

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.

Requirements

• 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)

Nice To Haves

• 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

Responsibilities

• Design and develop robust API integrations between Nice InContact and enterprise systems
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level