- Company Name
- ZoomInfo
- Job Title
- Director of Salesforce Engineering, Customer Experience and Platform Operations
- Job Description
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**Job Title**
Director of Salesforce Engineering, Customer Experience and Platform Operations
**Role Summary**
Lead the strategy, architecture, and execution of Salesforce Service Cloud, Gainsight, and Salesforce Platform operations for post‑sale customer success and support. Own the engineering roadmap, build scalable integrations, and drive engineering excellence through best practices, DevOps, and high‑performance team leadership.
**Expectations**
- Build and scale a secure, high‑throughput Salesforce ecosystem integrated with governance, analytics, and partner platforms.
- Deliver operational excellence in release management, system performance, and continuous improvement.
- Mentor and evolve an engineering organization of developers, admins, and operations specialists.
- Partner with cross‑functional leaders to align technology with business goals and growth metrics.
**Key Responsibilities**
- Own end‑to‑end architecture and development of Customer Support & Success platforms (Salesforce Service Cloud, Gainsight, CPQ, Experience Cloud).
- Drive improvements in case management, routing, escalation, onboarding, health monitoring, and KPIs (NPS, churn, adoption).
- Design and maintain secure, scalable integrations using APIs, Boomi/middleware, and data pipelines.
- Implement DevOps/CI‑CD using Copado, version control, automated testing, and environment strategy.
- Lead cross‑functional collaboration with RevOps, Product, Finance, IT, and data teams for requirements translation and analytics.
- Foster a culture of ownership, collaboration, and continuous learning; identify and close skill and process gaps.
**Required Skills**
- >10 years of software engineering with 5+ years in Salesforce platform leadership.
- Deep expertise in Salesforce architecture (Apex, LWC, SOQL, Flows) and platform development.
- Proven experience with SalesForce DevOps (Copado, CI‑CD) and integration platforms (Boomi, MuleSoft, Workato).
- Strong data architecture, governance, and compliance understanding (GDPR, SOX).
- Excellent stakeholder management and communication.
- Ability to translate strategic business objectives into scalable technical solutions.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Engineering, or related field.
- Salesforce certifications: Application Architect, System Architect, Platform Developer II (preferred).
- Additional certifications (Service Cloud Consultant, Experience Cloud Consultant) are a plus.