Senior Integration Engineer

Compunnel, Inc.; Plano (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

A technology solutions provider is seeking a Senior Integration Engineer in Texas. The role focuses on designing and implementing integrations between the Nice InContact platform and enterprise systems like Salesforce. The ideal candidate should have over 5 years of experience in API development and enterprise integration, with a strong background in Salesforce Service Cloud, REST, and SOAP technologies. This position requires collaborative work with business stakeholders to enhance customer service operations.

Qualifications

• 5+ years of experience in API development and enterprise system integration.
• Demonstrated experience integrating Nice InContact with CRM/ticketing systems.
• Experience implementing and customizing Salesforce Service Cloud and SF Agent.

Responsibilities

• Design and develop API integrations between Nice InContact and enterprise systems.
• Implement RESTful and SOAP-based integrations using JSON and XML.
• Develop Salesforce solutions using Apex, Lightning Components, and Salesforce APIs.

Skills

API development

Enterprise system integration

Salesforce Service Cloud

REST

SOAP

JSON

XML

Telephony concepts

Education

Bachelor’s degree in Computer Science or IT

Tools

Salesforce

ServiceNow

Job description

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