CX Systems Developer Lead – CRM, CCaaS & Integration Engineering

Overview

We are seeking a CX Systems Developer Lead to design, build, and scale integrated consumer experience solutions across Salesforce Service Cloud and our Enterprise CCaaS platform (Zoom, experience with Genesys or Amazon Connect is also relevant).

This is a hands-on role focused on developing workflows, APIs, and automation that connect CRM, contact center, and enterprise systems to deliver a seamless, omnichannel consumer journey.

You will work at the intersection of CRM, CCaaS, integrations, and AI, contributing to intelligent automation, conversational experiences, and data-driven workflows that improve both consumer and agent outcomes.

You will lead AI solutions that leverage structured and unstructured data across multiple repositories to enable intelligent automation and contextual consumer interactions.

You will lead the design from architecture through implementation, including integration patterns, data flow design, and automation strategy.

Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply.

Key Responsibilities

CX Systems Development & Architecture

Lead and implement CX technology solutions across Salesforce Service Cloud and an Enterprise CCaaS platform (Zoom) that enables scalable and intelligent service operations.

Lead and maintain:

IVR and intelligent routing logic

Workflow automation and case management processes

Service workflows across omnichannel consumer interactions

System integrations across CRM, CCaaS, and enterprise systems

Support solutions that support a seamless omnichannel consumer journey across voice, messaging, chat, and digital channels.

Partner with product owners and CX stakeholders to translate business requirements into technical, workflows, and automation solutions that improve operational efficiency and consumer satisfaction.

CX Platform Integration & Orchestration

Design and build and maintain integrations that enable seamless communication between Salesforce Service Cloud, CCaaS platforms, and adjacent enterprise systems.

Responsibilities include:

Contribute to implementing integration patterns (synchronous, asynchronous, event-driven) to support scalable and resilient CX workflows.

Build and maintain API-based integrations between CRM, CCaaS, and enterprise platforms

Implementing event-driven workflows and automation across CX systems

Integrating CX platforms with enterprise systems such as:

order management systems

identity and authentication services

product or support knowledge repositories

analytics and reporting platforms

Ensuring real-time data synchronization across CX platforms to maintain a unified consumer view

Troubleshooting and resolve integration issues to ensure reliability, scalability, and performance

AI, Digital Automation & Conversational Systems

Contribute to the design and implementation of AI-driven automation capabilities across CX platforms to improve service efficiency and consumer experience.

Examples include:

Conversational AI chatbots and virtual agents

Intelligent routing and AI-assisted triage

Sentiment analysis and agent guidance tools

Knowledge-driven automation leveraging internal documentation and support content

Digital self-service capabilities across chat, messaging, and web channels

Contribute to the design of retrieval and knowledge access patterns that enable AI systems to leverage enterprise knowledge sources effectively.

Contribute to workflows that enable AI systems to surface insights from multiple knowledge repositories, including:

CRM case history

knowledge bases

support documentation

product information repositories

Collaborate with CX, data, and engineering teams to integrate AI-powered insights and predictive models into service workflows.

Platform Administration & Governance

Support the configuration of Salesforce Service Cloud and enterprise CCaaS platform (Zoom) to ensure reliable performance and scalability.

Responsibilities include:

maintaining system configurations and environments with SOX-compliant permissions and security controls

supporting sandbox and release management

change management and governance practices

monitoring system health and performance

Ensure platform configurations follow best practices for scalability, maintainability, and security.

Consumer Journey & Data Optimization

Support CX systems aligned with the end-to-end consumer lifecycle and service journey.

Design data flows that ensure customer interaction data remains:

accurate

structured

accessible for analytics

usable for automation and AI-driven insights

Support reporting frameworks and dashboards that provide operational and strategic visibility into CX performance.

Identify friction points in service workflows and design technology solutions that improve both consumer satisfaction and agent productivity.

Innovation & Continuous Improvement

Continuously evaluate emerging technologies that enhance the CX ecosystem, including:

AI-driven service automation

conversational AI platforms

workflow orchestration tools

predictive analytics

Lead proof-of-concept initiatives that modernize CX capabilities.

Collaborate cross-functionally with CX operations, product teams, IT, and analytics teams to drive platform improvements.

Required Qualifications

5+ years of experience in CX systems development, CRM platform engineering, or similar CX platform administration.

Hands-on experience configuring and supporting enterprise CCaaS platforms with platforms such as Zoom CCaaS, Genesys, or Amazon Connect

Hands-on experience designing and implementing solutions within Salesforce Service Cloud, including:

flows and workflow automation

case management configuration

data modeling

integration development

Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply.

Proven experience designing and implementing integrations using APIs, middleware, and event-driven architectures.

Strong understanding of consumer data architecture and the end-to-end consumer journey.

Experience incorporating AI automation or conversational platforms into CX workflows.

Demonstrated ability to troubleshoot complex system and integration issues.

Preferred Qualifications

Salesforce certifications such as:

Salesforce Administrator

Salesforce Platform Developer I or II

Service Cloud Consultant

Experience building or integrating conversational AI or chatbot platforms.

Experience integrating knowledge management systems and multi-source content repositories.

Familiarity with enterprise integration patterns and cloud-native architectures.

Key Competencies

Attention to Detail

Ensures precision in workflows, integrations, and data structures.

Creative Problem Solver

Approaches challenges with curiosity and innovative thinking.

Innovation Mindset

Continuously explores AI, automation, and emerging CX technologies.

Systems Thinking

Understands how CRM, CCaaS, integrations, and data systems interact across the CX ecosystem.

Collaborative Communication

Translates technical solutions into business impact.

Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.

Pay Range

$150,300—$183,700 USD