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 XMLDevelop webhooks and event-driven architecture solutionsEnsure integrations meet security, performance, and scalability standardsMonitor integration performance and recommend improvementsBuild and enhance Salesforce Service Cloud components integrated with contact center platformsConfigure and customize Salesforce Service Console and SF Agent for optimized agent workflowsDevelop Salesforce solutions using Apex, Lightning Components, and Salesforce APIsSupport CTI adapters and telephony integrations within SalesforceServiceNow & Enterprise System Integration Implement and maintain ServiceNow integration frameworksDevelop cross-platform workflows between CRM, ticketing, and contact center systemsManage data transformation and integration logic as requiredTesting, Documentation & Support Develop and execute testing strategies to ensure integration reliabilityTroubleshoot complex integration issues across multiple support tiersCreate and maintain documentation for workflows, APIs, and technical specificationsProvide technical guidance and best practices to team membersCollaboration & Business Alignment Work closely with business stakeholders to translate requirements into scalable technical solutionsSupport contact center operations through workflow enhancementsAlign integration designs with operational and reporting requirementsRequired Qualifications 5+ years of experience in API development and enterprise system integrationDemonstrated experience integrating Nice InContact (or similar call center platforms) with CRM/ticketing systemsExperience implementing and customizing Salesforce Service Cloud and SF AgentProven experience integrating with ServiceNow APIsExperience with REST, SOAP, JSON, XMLUnderstanding of telephony concepts, IVR workflows, and contact center operationsExperience with OAuth, SAML, JWT authentication protocolsBachelor'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 experienceExperience with CTI adapters and Salesforce telephony integrationsKnowledge of Salesforce Digital Engagement and omni-channel routingExperience with WebRTC and SIP protocolsExperience with cloud platforms (AWS, Azure, or GCP)Familiarity with CI/CD pipelines and DevOps practicesExperience with ETL and data transformation processesUnderstanding of contact center metrics and reporting frameworks#J-18808-Ljbffr