CX Systems Developer Lead – CRM, CCaaS & Integration Engineering

SharkNinja•Needham, MA

About The Position

About Us SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja , the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world. Overview 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.
Key Competencies Attention to Detail Ensures precision in workflows, integrations, and data structures.
Creative Problem Solver Approaches challenges with curiosity and innovative thinking.
Innovation Mindset Continuously explores AI, automation, and emerging CX technologies.
Systems Thinking Understands how CRM, CCaaS, integrations, and data systems interact across the CX ecosystem.
Collaborative Communication Translates technical solutions into business impact.

Responsibilities

CX Systems Development & Architecture 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.
CX Platform Integration & Orchestration Design and build and maintain integrations that enable seamless communication between Salesforce Service Cloud, CCaaS platforms, and adjacent enterprise systems.
Responsibilities include: 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
AI, Digital Automation & Conversational Systems Contribute to the design and implementation of AI-driven automation capabilities across CX platforms to improve service efficiency and consumer experience.
Examples include: 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.
Platform Administration & Governance Support the configuration of Salesforce Service Cloud and enterprise CCaaS platform (Zoom) to ensure reliable performance and scalability.
Responsibilities include: 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.
Consumer Journey & Data Optimization 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.
Innovation & Continuous Improvement 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.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.
We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more.

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