Director, Software Engineering – Customer Experience Platforms

Role Overview

• Lead the architecture, development, enhancement, integration, and maintenance of CFA Institute’s customer experience platforms, including CMS and Salesforce.
• Define and govern a composable digital experience architecture leveraging headless CMS, Salesforce platform capabilities, and API-first integration patterns.
• Architect scalable, secure, and extensible solutions enabling personalized, omnichannel customer journeys.
• Ensure alignment with enterprise architecture standards, integration patterns, and security frameworks.
• Conduct “as-is” and “to-be” architecture assessments across CMS and Salesforce ecosystems to drive modernization and scalability.
• Own engineering strategy and delivery for enterprise CMS platforms (Acquia/Drupal), including headless and hybrid architectures.
• Enable content lifecycle management, publishing workflows, localization, and multi-channel content distribution.
• Ensure seamless integration between the CMS and various downstream digital channels.
• Lead engineering ownership of Salesforce platform ecosystem (e.g., Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud as applicable).
• Define and govern Salesforce architecture, including data model, integration patterns, and extensibility strategy.
• Oversee development of custom applications, automations, and integrations using Salesforce platform capabilities.
• Ensure scalability, data integrity, security, and performance of Salesforce environments.
• Partner with business stakeholders to enable customer lifecycle management, engagement, and revenue operations.
• Define and oversee integration strategy across CMS, Salesforce, identity platforms, data platforms, and enterprise systems.
• Ensure robust API and event-driven integration patterns enabling real-time customer data exchange and orchestration.
• Oversee identity and access management (SSO, OAuth2, SAML) and customer identity resolution.
• Enable customer 360 data architecture in partnership with Data & Analytics teams.
• Ensure high-quality delivery of customer-facing digital platforms with strong SLAs and reliability.
• Maintain CI/CD pipelines, DevSecOps practices, and release governance for CMS and Salesforce platforms.
• Oversee vendors supporting CMS, Salesforce, and digital experience capabilities and services.
• Architect solutions supporting customer acquisition, engagement, retention, and monetization models.
• Enable capabilities such as subscriptions, customer segmentation, campaign orchestration, and partner experiences.
• Serve as senior technical advisor for digital experience and CRM-related initiatives.
• Enable telemetry across CMS and Salesforce platforms to support customer behavior analytics and journey optimization.
• Support personalization engines, segmentation, and campaign performance tracking.
• Evaluate AI/ML use cases for content personalization, recommendations, and automation.
• Build, mentor, and develop high-performing engineering teams, including both FTE and vendor resources.
• Drive capability development in platform engineering, interoperability standards, and modern architecture patterns.
• Foster a culture of accountability, experimentation, and continuous improvement.
• Collaborate across Product, Education, Partnerships, Security, and Enterprise Architecture to ensure shared understanding of technical direction and priorities.

Requirements

• Bachelor’s degree required; master’s degree or equivalent experience preferred.
• 8+ years of progressive software engineering and platform experience, including enterprise-scale architecture and distributed systems.
• 3+ years of managerial experience with responsibility for people leadership, platform delivery, and operational outcomes.
• Demonstrated experience designing and delivering multi-tenant SaaS or API-first platforms serving enterprise or B2B clients.
• Experience with Salesforce platform (Sales, Service, Experience, Marketing Cloud).
• Experience with enterprise CMS platforms (headless or hybrid).
• Experience integrating enterprise systems such as CRM, CMS, identity providers, and analytics platforms.
• Experience designing customer experience platforms and omnichannel architectures.
• Familiarity with customer data platforms (CDPs), personalization tools, and marketing technologies.
• Strong understanding of secure architecture, identity and access management, compliance considerations, and data governance.
• Excellent communication skills with the ability to translate complex technical concepts into business-relevant language for senior leaders and external partners.
• Demonstrated ability to lead large-scale digital programs with high organizational visibility.
• Excellent analytical, consulting, and problem-solving skills.

Tech Stack

• Cloud
• Distributed Systems
• Drupal

Benefits

• Comprehensive health coverage for you and your family
• Generous leave and time off
• Competitive retirement plans
• Flexible work options
• Wellness, education, and support programs