Senior Director – Software Engineering

Role Overview

• Develop and maintain strong, collaborative relationships with Vice Presidents and leaders across Call Center and Implementation teams to understand their strategic objectives and operational challenges.
• Act as the primary technical liaison, capturing business requirements and pain points from service teams and translating them into a clear, prioritized technical roadmap for service application enhancements.
• Champion changes that serve the dual purpose of improving the customer experience and increasing the efficiency and effectiveness of our service representatives.
• Lead the planning and prioritization of service application initiatives, ensuring alignment with overall company goals and product strategy.
• Bring technical rigor to the customization and configuration of our service applications, with a strong focus on Salesforce best practices.
• Oversee the architecture and governance of the Salesforce platform, ensuring scalability, maintainability, and adherence to security standards.
• Define and enforce modern SDLC practices for the team responsible for service application development and customization, including robust testing, code reviews, deployment processes, and continuous integration/continuous delivery (CI/CD).
• Ensure service applications are tightly and reliably integrated with core product applications and other critical business systems.
• Drive down technical debt and promote sustainable development practices within the service applications team.
• Mentor and guide technical teams (developers, architects, administrators) focused on the service application stack.

Requirements

• 10+ years of experience in a technical leadership role, focusing on enterprise applications, CRM, or service systems.
• 5+ years of direct experience with the Salesforce platform, including deep understanding of Service Cloud, platform architecture, and Apex/Visualforce/Lightning development best practices.
• Proven ability to establish and stand up good technical governance and architectural practices within an engineering organization.
• Expert-level understanding of modern Software Development Lifecycle (SDLC) practices, including Agile methodologies, DevOps principles, and automated testing.
• Exceptional communication and listening skills, with the ability to articulate complex technical concepts to non-technical stakeholders (VPs, Directors, Call Center agents) and represent their needs to technical teams.

Tech Stack

• Cloud
• SDLC
• Visualforce

Benefits

• health, dental and vision insurances
• retirement savings plan
• paid time off
• health savings account
• flexible spending accounts
• life insurance
• disability insurance
• tuition reimbursement
• and more.