Sr. Director - Software Engineering

WEX is seeking a Senior Director of Service Applications who will be a key leader responsible for bridging the gap between internal service organizations and the technical delivery of customized software solutions. This role involves strategic leadership, technical oversight, and team development to optimize service applications and enhance 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)