Contact Center Solutions Engineer (Hybrid in Plano area)

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 (Hybrid in Plano area) to join our team in Plano, Texas (US-TX), United States (US).

Senior Solutions Engineer - Contact Center Solutions

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

#INDICS

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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