Director of Salesforce Engineering – Customer Experience and Platform Operations

Director of Salesforce Engineering – Customer Experience and Platform Operations

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.

Responsibilities

• 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.

Preferred Qualifications

• 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.