CX Systems Developer Lead – CRM, CCaaS & Integration Engineering

About the role

CX Systems Developer Lead – CRM, CCaaS & Integration Engineering
At SharkNinja, 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).

Key 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.
• 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
• CX Platform Integration & Orchestration
• Contribute to the design and implementation of AI-driven automation capabilities across CX platforms to improve service efficiency and consumer experience.
• Contribute to the design of retrieval and knowledge access patterns that enable AI systems to leverage enterprise knowledge sources effectively.
• 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.
• Maintain system configurations and environments with SOX-compliant permissions and security controls
• Support 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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
• Creative Problem Solver
• Innovation Mindset
• Systems Thinking
• Collaborative Communication

Salary and Other Compensation

The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits

• 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