**Company Overview:** **Req ID: 357163** NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Contact Center Solutions Engineer Nice InContact and Salesforce to join our team in Plano, Texas (US-TX), United States (US) or remote in Canada. **Job Description** : This is a Remote position. Candidate must be in the US or Canada and willing to work PST hours **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 Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $70-$78.75/Hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. About NTT DATA: NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.