Director of Salesforce Engineering, Customer Experience and Platform Operations

ZoomInfo Technologies • Bethesda, MD

252d • $200,000 - $275,000

About The Position

At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo. With rapid growth and an expanding customer base, our internal systems need to be just as scalable and agile as the product we deliver. Salesforce sits at the core of our GTM and customer lifecycle strategy. We're looking for a Director of Software Engineering to lead the strategy, development, and scaling of the systems that power our Customer Support and Customer Success teams. You'll own the engineering roadmap for Salesforce Service Cloud and Gainsight, ensuring our teams have the tools and insights they need to deliver exceptional outcomes for every customer. As additional responsibility, the role will also focus on Salesforce Platform Operations, you'll lead the team responsible for building and optimizing the Salesforce ecosystem, ensuring it's tightly integrated with the rest of our tech stack, secure, and future-ready.

Requirements

• 10+ years of experience in software engineering, with 5+ years of hands-on leadership in Salesforce platform development and operations.
• Deep understanding of Salesforce architecture and custom development (Apex, LWC, SOQL, Flows).
• Proven experience implementing and managing Copado or other Salesforce DevOps tools for version control, CI/CD, and release pipelines.
• Strong experience with Boomi or similar integration platforms (Mulesoft, Workato, etc.), including integration design, monitoring, and error handling.
• Track record of leading Salesforce implementations and supporting GTM functions in a fast-paced SaaS environment.
• Solid grasp of data architecture, governance, and compliance (GDPR, SOX, etc.).
• Strong communication and stakeholder management skills; ability to align technical solutions with strategic business objectives.

Nice To Haves

• Salesforce certifications (e.g., Service Cloud Consultant, Experience cloud consultant).
• Familiarity with customer success KPIs such as NPS, churn risk, adoption metrics, and expansion forecasting.
• Experience supporting knowledge bases, self-service portals, in-app chat, or AI-powered support tooling.
• Background in post-merger org consolidation or multi-cloud Salesforce environments.
• Understanding of product-led growth strategies and usage-based billing models.

Responsibilities

• Lead Salesforce Engineering & Platform Operations
• Own the end-to-end architecture and development of platforms that power our post-sale experience, including Salesforce Service Cloud and Gainsight.
• Drive improvements in case management, ticket routing, escalation processes, customer onboarding, and proactive health monitoring.
• Build scalable, secure integrations between Salesforce, Gainsight, and the broader SaaS ecosystem using APIs and integration tools.
• Build and lead a high-performing team of engineers and admins focused on Salesforce development, integration, and operations.
• Own the Platform Operations to enable architecture and technical roadmap across Sales Cloud, Service Cloud, CPQ, Experience Cloud, and other Salesforce products.
• Ensure our Salesforce platform is scalable, performant, and aligned to business goals across sales, marketing, support, and operations.
• Lead a team of engineers and administrators focused on support and success technology.
• Implement engineering best practices including code quality standards, agile planning, and DevOps/CI-CD workflows.
• Champion and manage DevOps for Salesforce using Copado, including version control, automated testing, release management, and environment strategy.
• Foster a high-performance, inclusive team culture centered on collaboration, innovation, and continuous learning.
• Oversee the integration of Salesforce with internal systems and external platforms via Boomi (or equivalent middleware/iPaaS), ensuring smooth data flows and reliable business processes.
• Work cross-functionally with RevOps, Post Sales Business teams, Finance, Product, and IT leaders to understand requirements and translate them into scalable technical solutions.
• Collaborate with the data team to enable reporting, analytics, and data governance across Salesforce and connected systems.
• Guide the platform's growth through streamlining platform operations and release management for the organization.
• Foster a collaborative, high-ownership team culture grounded in continuous improvement, innovation, and learning.
• Mentor and coach team members on Salesforce best practices, architecture, and leadership development.
• Identify and address gaps in skills, process, or tooling to accelerate team impact.

Benefits

• Comprehensive benefits including holistic mind, body and lifestyle programs designed for overall well-being.
• Base salary range of $200,000—$275,000 USD, with additional compensation such as Bonus, Commission, Equity and other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services