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 ServiceNow. 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. Key Responsibilities Design and develop API integrations between Nice InContact and enterprise systems (Salesforce, ServiceNow, 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 ServiceNow & Enterprise System Integration Implement and maintain ServiceNow integration frameworks Develop cross-platform workflows between CRM, ticketing, and contact center systems Manage data transformation and integration logic as required Testing, Documentation & Support 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 Collaboration & Business Alignment 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 Required Qualifications 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 ServiceNow 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) Preferred Qualifications 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 DevOps practices Experience with ETL and data transformation processes Understanding of contact center metrics and reporting frameworks #J-18808-Ljbffr