Senior Integration Engineer

We are seeking a Senior Integration Engineer with deep expertise in call center technologies to design, implement, and maintain integrations between the Nice InContact platform and enterprise systems such as Salesforce and Service Now. This role focuses on building seamless workflows that enhance customer service operations. The ideal candidate has strong Salesforce Service Cloud experience, particularly in SF Agent integration, along with advanced API and enterprise integration skills.

Design and develop API integrations between Nice InContact and enterprise systems (Salesforce, Service Now, other CRM/ticketing platforms)

Implement RESTful and SOAP-based integrations using JSON and XML

Develop webhooks and event-driven architecture solutions

Ensure integrations meet security, performance, and scalability standards

Monitor integration performance and recommend improvements

Build and enhance Salesforce Service Cloud components integrated with contact center platforms

Configure and customize Salesforce Service Console and SF Agent for optimized agent workflows

Develop Salesforce solutions using Apex, Lightning Components, and Salesforce APIs

Support CTI adapters and telephony integrations within Salesforce

Implement and maintain Service Now integration frameworks

Develop cross-platform workflows between CRM, ticketing, and contact center systems

Manage data transformation and integration logic as required

Develop and execute testing strategies to ensure integration reliability

Troubleshoot complex integration issues across multiple support tiers

Create and maintain documentation for workflows, APIs, and technical specifications

Provide technical guidance and best practices to team members

Work closely with business stakeholders to translate requirements into scalable technical solutions

Support contact center operations through workflow enhancements

Align integration designs with operational and reporting requirements

• 5+ years of experience in API development and enterprise system integration
• Demonstrated experience integrating Nice InContact (or similar call center platforms) with CRM/ticketing systems
• Experience implementing and customizing Salesforce Service Cloud and SF Agent
• Proven experience integrating with Service Now APIs
• Experience with REST, SOAP, JSON, XML
• Understanding of telephony concepts, IVR workflows, and contact center operations
• Experience with OAuth, SAML, JWT authentication protocols
• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)

• Salesforce certifications (Platform Developer, Service Cloud Consultant)
• Nice InContact certification or extensive platform experience
• Experience with CTI adapters and Salesforce telephony integrations
• 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 Dev Ops practices
• Experience with ETL and data transformation processes
• Understanding of contact center metrics and reporting frameworks