Senior Systems Engineer, Salesforce - Customer Experience

$114,000 - $166,050/Yr

Sirius XM Canada - New York, NY

Full-time - Mid Level

New York, NY

About the position

As a Senior Salesforce Systems Engineer on our Customer Experience team, you will be responsible for the implementation, management, and enhancement of our Salesforce Service Cloud instance. You will collaborate with business stakeholders, engineering, and product teams to design and develop key features and functionality of the platform as well as the broader contact center infrastructure. Your technical expertise will be pivotal in driving innovation and efficiency within our Customer Service ecosystem. You will build integrations to other internal systems and services, including contact center, identity, commerce, and data platforms for a seamless, omnichannel experience. In this role, you will collaborate with a world-class team of Salesforce developers and administrators, as well as cross-functional teams to understand business requirements and translate them into scalable Salesforce Service Cloud solutions. You will drive the end-to-end development and maintenance of Salesforce Service Cloud, including configuration, enhancement, and integrations with internal services and APIs. Following CI/CD best practices and tools will be essential to streamline the deployment process. You will design and develop solutions that leverage omnichannel contact center tools like AWS Connect for enhanced customer engagement and support. Additionally, you will implement generative AI technologies and chatbot solutions to optimize customer interactions. Utilizing your knowledge of the Salesforce ecosystem, including Data Cloud and Marketing Cloud, will be crucial to enhance our implementation. Staying updated on the latest Salesforce releases, features, and industry trends related to contact center technologies will allow you to recommend innovative solutions to enhance customer service capabilities.

Responsibilities

• Collaborate with a team of Salesforce developers and administrators to understand business requirements and translate them into scalable Salesforce Service Cloud solutions.
• Drive the end-to-end development and maintenance of Salesforce Service Cloud, including configuration, enhancement, and integrations with internal services and APIs.
• Follow CI/CD best practices and tools to streamline the deployment process.
• Design and develop solutions that leverage omnichannel contact center tools like AWS Connect for enhanced customer engagement and support.
• Implement generative AI technologies and chatbot solutions to optimize customer interactions.
• Utilize knowledge of the Salesforce ecosystem, including Data Cloud and Marketing Cloud, to enhance implementation.
• Stay updated on the latest Salesforce releases, features, and industry trends related to contact center technologies, and recommend innovative solutions.

Requirements

• Bachelor's degree in Computer Science, Engineering, or related field.
• 5-8+ years of experience in Salesforce platform development and administration, with a focus on Service Cloud implementations.
• Salesforce Certified Platform Developer, Salesforce Certified Administrator, or Salesforce Certified Architect preferred.
• Strong proficiency in Salesforce configuration and customization, including development languages such as Apex and JavaScript, Visualforce, Lightning Components, and other UI frameworks (e.g., Angular, React).
• Experience with integrations to internal services and APIs from Salesforce.
• Advanced troubleshooting capabilities using internal and external tools (e.g, Postman, logging, VStudio).
• Strong understanding of CI/CD principles and experience with related tools (e.g., GitHub Actions, Copado).
• Experience with agile project management processes and tooling (Atlassian, etc.).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Must have legal right to work in the U.S.

Nice-to-haves

• Experience with generative AI technologies and chatbot solutions.
• Familiarity with AWS Connect and omnichannel contact center tools.

Benefits

• Discretionary short-term and long-term incentives based on performance.