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.

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