NTT DATA North America · 3 hours ago
Contact Center Solutions Engineer (Hybrid in Plano area)
Plano, TX
Full-time
Hybrid
Senior Level
5+ years expNTT DATA North America is a leading business and technology services provider, and they are seeking a Senior Contact Center Solutions Engineer to join their team. This role involves designing, implementing, and maintaining integrations between the Nice InContact call center platform and various CRM and ticketing systems to enhance customer service operations.
ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management
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
Qualification
Required
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
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
Company
NTT DATA North America
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
H1B Sponsorship
NTT DATA North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (144)
2024 (182)
2023 (257)
2022 (871)
2021 (809)
2020 (1266)
Funding
Current Stage
Late StageLeadership Team
John Barr
Vice President - Insurance Strategy
Recent News
2025-12-05
Company data provided by crunchbase