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 the Customer Experience team at SiriusXM, you will play a crucial role in the implementation, management, and enhancement of our Salesforce Service Cloud instance. This position requires a collaborative approach, working closely with business stakeholders, engineering, and product teams to design and develop key features and functionalities 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 be responsible for building integrations to other internal systems and services, including contact center, identity, commerce, and data platforms, ensuring a seamless omnichannel experience for our customers. 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, which includes 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 also design and develop solutions that leverage omnichannel contact center tools like AWS Connect to enhance customer engagement and support. Additionally, you will implement generative AI technologies and chatbot solutions to optimize customer interactions. Your knowledge of the Salesforce ecosystem, including Data Cloud and Marketing Cloud, will be utilized to enhance our implementation. Staying updated on the latest Salesforce releases, features, and industry trends related to contact center technologies will be crucial, as you will be expected to recommend innovative solutions to enhance our 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 our implementation.
• Stay updated on the latest Salesforce releases, features, and industry trends related to contact center technologies, and recommend innovative solutions to enhance customer service capabilities.

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.

Benefits

• Competitive salary range of $114,000 to $166,050 based on skills and experience.
• Eligibility for discretionary short-term and long-term incentives.