Sr. Director - Software Engineering

WEX is a company focused on providing customized software solutions, and they are seeking a Senior Director of Service Applications. This role involves strategic leadership, technical oversight, and team development to enhance service applications and improve customer experience.

Responsibilities:

• 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
• Be a practical technologist considering what the right tool for the job is, balancing considerations such as team efficiency, long-term maintainability, cost and enterprise standards
• Mentor and guide technical teams (developers, architects, administrators) focused on the service application stack
• Establish and track key performance indicators (KPIs) related to service application performance, stability, and adoption
• Work closely with product partners to ensure a consistent direction and alignment on project metrics

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
• Experience managing global application deployments
• Familiarity with other service applications or contact center technologies (e.g., CTI, WFM, knowledge bases)
• Advanced certification in Salesforce (e.g., Certified Technical Architect, Application Architect)