Work Arrangement:
Remote: This role is based remotely but if you live within a 50-mile radius of [Atlanta, Austin, Warren, or Mountain View], you are expected to report to that location three times a week, at minimum.
The Role:
We are seeking an experienced Staff Software Engineer to join our Contact Center Development team. This Software Engineer will design and oversee the implementation of our enterprise-wide Salesforce Messaging capabilities to continue to drive digital first solutions. You will define the architecture for embedded service, multi-channel engagement (Web, In-App, SMS, Apple Messages for business), intelligent routing, Einstein Bots, and more, ensuring robust, scalable, and forward-looking solutions within our Service Cloud ecosystem.
What You'll Do:
- Architect end-to-end Salesforce Messaging solutions, defining the technical structure for embedded service deployments, various communication channels, Omni-Channel routing, skills management, Einstein Bots, and related components.
- Develop and maintain the overall technical architecture and roadmap for Salesforce Messaging features, ensuring alignment with broader platform strategy and business goals.
- Provide expert technical leadership and direction to development teams and managers on design patterns, configuration best practices, limitations, and advanced implementation techniques for Messaging.
- Design robust and scalable solutions for complex requirements involving Flows, permissions, personas, and potential integrations related to messaging.
- Establish and govern technical standards, best practices, and design patterns specifically for the Salesforce Messaging implementation.
- Ensure solutions adhere to Salesforce governor limits and optimize for performance, scalability, security, and maintainability.
- Create comprehensive technical design documentation, including solution blueprints, data models, integration points, and sequence diagrams.
- Evaluate emerging Salesforce technologies and third-party applications, providing recommendations for adoption.
- Collaborate closely with business stakeholders, Product Owners, Enterprise Architects, and other Solution Architects to align technical solutions with business requirements.
- Oversee the technical integrity of Messaging solutions through the development lifecycle, including deployment and release phases.
- Serve as the ultimate subject matter expert for Salesforce Messaging architecture and capabilities within GM.
