CX Systems Developer Lead – CRM, CCaaS & Integration Engineering

SharkNinja•Needham, MA

About The Position

We are seeking a CX Systems Developer Lead to design, build, and scale integrated consumer experience solutions across Salesforce Service Cloud and our Enterprise CCaaS platform (Zoom, experience with Genesys or Amazon Connect is also relevant). This is a hands-on role focused on developing workflows, APIs, and automation that connect CRM, contact center, and enterprise systems to deliver a seamless, omnichannel consumer journey. You will work at the intersection of CRM, CCaaS, integrations, and AI, contributing to intelligent automation, conversational experiences, and data-driven workflows that improve both consumer and agent outcomes. You will lead AI solutions that leverage structured and unstructured data across multiple repositories to enable intelligent automation and contextual consumer interactions. You will lead the design from architecture through implementation, including integration patterns, data flow design, and automation strategy. Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply.

Requirements

5+ years of experience in CX systems development, CRM platform engineering, or similar CX platform administration.
Hands-on experience configuring and supporting enterprise CCaaS platforms with platforms such as Zoom CCaaS, Genesys, or Amazon Connect
Hands-on experience designing and implementing solutions within Salesforce Service Cloud, including: flows and workflow automation
case management configuration
data modeling
integration development
Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply.
Proven experience designing and implementing integrations using APIs, middleware, and event-driven architectures.
Strong understanding of consumer data architecture and the end-to-end consumer journey.
Experience incorporating AI automation or conversational platforms into CX workflows.
Demonstrated ability to troubleshoot complex system and integration issues.

Nice To Haves

Salesforce certifications such as: Salesforce Administrator
Salesforce Platform Developer I or II
Service Cloud Consultant
Experience building or integrating conversational AI or chatbot platforms.
Experience integrating knowledge management systems and multi-source content repositories.
Familiarity with enterprise integration patterns and cloud-native architectures.

Responsibilities

Lead and implement CX technology solutions across Salesforce Service Cloud and an Enterprise CCaaS platform (Zoom) that enables scalable and intelligent service operations.
Lead and maintain: IVR and intelligent routing logic
Workflow automation and case management processes
Service workflows across omnichannel consumer interactions
System integrations across CRM, CCaaS, and enterprise systems
Support solutions that support a seamless omnichannel consumer journey across voice, messaging, chat, and digital channels.
Partner with product owners and CX stakeholders to translate business requirements into technical, workflows, and automation solutions that improve operational efficiency and consumer satisfaction.
Design and build and maintain integrations that enable seamless communication between Salesforce Service Cloud, CCaaS platforms, and adjacent enterprise systems.
Contribute to implementing integration patterns (synchronous, asynchronous, event-driven) to support scalable and resilient CX workflows.
Build and maintain API-based integrations between CRM, CCaaS, and enterprise platforms
Implementing event-driven workflows and automation across CX systems
Integrating CX platforms with enterprise systems such as: order management systems
identity and authentication services
product or support knowledge repositories
analytics and reporting platforms
Ensuring real-time data synchronization across CX platforms to maintain a unified consumer view
Troubleshooting and resolve integration issues to ensure reliability, scalability, and performance
Contribute to the design and implementation of AI-driven automation capabilities across CX platforms to improve service efficiency and consumer experience.
Conversational AI chatbots and virtual agents
Intelligent routing and AI-assisted triage
Sentiment analysis and agent guidance tools
Knowledge-driven automation leveraging internal documentation and support content
Digital self-service capabilities across chat, messaging, and web channels
Contribute to the design of retrieval and knowledge access patterns that enable AI systems to leverage enterprise knowledge sources effectively.
Contribute to workflows that enable AI systems to surface insights from multiple knowledge repositories, including: CRM case history
knowledge bases
support documentation
product information repositories
Collaborate with CX, data, and engineering teams to integrate AI-powered insights and predictive models into service workflows.
Support the configuration of Salesforce Service Cloud and enterprise CCaaS platform (Zoom) to ensure reliable performance and scalability.
maintaining system configurations and environments with SOX-compliant permissions and security controls
supporting sandbox and release management
change management and governance practices
monitoring system health and performance
Ensure platform configurations follow best practices for scalability, maintainability, and security.
Support CX systems aligned with the end-to-end consumer lifecycle and service journey.
Design data flows that ensure customer interaction data remains: accurate
structured
accessible for analytics
usable for automation and AI-driven insights
Support reporting frameworks and dashboards that provide operational and strategic visibility into CX performance.
Identify friction points in service workflows and design technology solutions that improve both consumer satisfaction and agent productivity.
Continuously evaluate emerging technologies that enhance the CX ecosystem, including: AI-driven service automation
conversational AI platforms
workflow orchestration tools
predictive analytics
Lead proof-of-concept initiatives that modernize CX capabilities.
Collaborate cross-functionally with CX operations, product teams, IT, and analytics teams to drive platform improvements.