Director, IT Software Engineering

About the role

The Director, IT Software Engineering is a senior technical leader responsible for owning and driving the 6 – 12 month engineering strategy for the Salesforce platform. This role combines deep Salesforce technical expertise with proven people leadership, overseeing a team of individual contributors while executing complex, high-impact initiatives with minimal supervisory oversight.

Responsibilities

• Provide hands-on technical leadership across all Salesforce functionalities supporting Field Services and Sales business units.
• Resolve complex and ambiguous technical issues using innovative, strategic solutions that integrate knowledge across multiple disciplines.
• Lead the development and delivery of new features, customizations, and platform integrations to enhance performance, reliability, and business value.
• Establish and enforce architectural guardrails, code quality standards, and engineering best practices to reduce technical debt and operational risk.
• Serve as the subject matter expert on Salesforce platform capabilities, industry trends, and emerging technologies.
• Own and set the 6 – 12 month engineering strategy for the Salesforce Software Engineering department, executing against objectives with little supervisory oversight.
• Translate business requirements from Product, Operations, and Business Stakeholders into scalable, well-architected technical solutions.
• Support ongoing AI, automation, and customer experience optimization initiatives aligned with yearly strategic goals across all three supported business units.
• Drive adoption and expansion of Agentforce and Prompt Builder capabilities to position the organization at the forefront of AI-powered customer service.
• Identify and lead strategic initiatives that improve platform performance, team efficiency, and delivery quality.
• Serve as a key stakeholder in the Salesforce DevOps lifecycle through Copado, ensuring disciplined release management and deployment governance.
• Establish and continuously improve department processes, standards, and best practices for software development and delivery.
• Oversee deployment pipelines, release cadences, and change management protocols to maintain platform stability.
• Manage and develop a team of IT individual contributors, ensuring consistent delivery of software development objectives and quality standards.
• Make recommendations regarding hiring, performance management, advancement, promotion, and status changes for supervised employees.
• Foster a culture of technical excellence, accountability, and continuous improvement within the engineering team.
• Provide coaching, mentorship, and career development guidance to team members.
• Collaborate with cross-functional leadership including Product, Operations, and Business Stakeholders to align department strategy with organizational goals.
• Communicate technical concepts, risks, and recommendations clearly to both technical and non-technical audiences.
• Build and maintain strong partnerships across business units to ensure engineering efforts deliver measurable value.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• 5 – 7+ years required, 10+ years preferred experience in software engineering, with at least 3 years in a leadership capacity.
• Required Subject matter expertise in Salesforce platform engineering, including Service Cloud, Sales Cloud, Field Services Cloud, and platform customization.
• Proven experience managing and developing technical teams of individual contributors.
• Demonstrated ability to own and execute departmental strategy with minimal oversight.
• Strong experience with Salesforce DevOps practices, including release management and deployment governance tools such as Copado.
• Hands-on experience with Salesforce AI capabilities including Agentforce and Prompt Builder, or equivalent AI-powered CRM technologies.
• Deep expertise in AWS services (e.g., Lambda, EC2, SQS, Kinesis) and proven production experience using Terraform for infrastructure provisioning.
• Proven ability to translate complex business requirements into scalable technical solutions.
• Experience establishing engineering best practices, code quality standards, and architectural frameworks.
• Strong strategic planning and execution skills with the ability to set and deliver on departmental direction.
• Ability to handle complex, ambiguous problems with innovative and strategic solutions.
• Experience collaborating with cross-functional leadership and business stakeholders.

Preferred

• Preferred Salesforce certifications such as Salesforce Certified Technical Architect, Application Architect, or System Architect.
• Experience supporting multiple business units or lines of business simultaneously.
• Background in telecommunications, media, or subscription-based service industries.
• Familiarity with AI, automation, and customer experience optimization initiatives.