Senior Manager - CRM & Contact Center Engineering
Position Summary
The Senior Manager, CRM & Contact Center Engineering leads the engineering organization responsible for our customer-facing CRM, contact center and customer experience platforms. This includes the Salesforce ecosystem (Sales Cloud, Service Cloud, Agentforce, Einstein, Experience Cloud), the Amazon Connect contact center platform, and the custom-built .NET applications that integrate with and extend these capabilities for end customers.
Responsibilities
Lead CRM & Platform Engineering
Drive release management, platform configuration, custom development, and production stability
Partner with business to translate needs into solutions
Deliver AI-Powered Customer Engagement
Build Best-in-Class Self-Service Experiences
Lead Contact Center Technology
Lead .NET Application Engineering
Weave Integration & Customer 360
Qualifications
7+ years of engineering experience and 4+ years leading engineering managers, tech leads, or senior technical specialists.
Deep, hands-on leadership experience across the Salesforce ecosystem, including Sales Cloud and Service Cloud at scale (Salesforce certifications strongly preferred).
Demonstrated experience delivering Experience Cloud capabilities in a regulated, customer-facing environment.
Experience leading a contact center platform in production (Amazon Connect strongly preferred; equivalent CCaaS experience considered)
Hands-on experience leading custom-built .NET application engineering including architecture, performance, modernization, CI/CD, and production operations in a contact center or CRM-adjacent context.
Strong understanding of CRM data model, integration patterns, APIs, eventing, identity, and customer 360 across heterogeneous platforms including .NET applications.
Working knowledge of data privacy and regulatory requirements (GDPR, CCPA, PCI, HIPAA where applicable) and partnership with Security and Legal teams.
Track record of running engineering operating cadences, vendor management, and budget discipline.
Preferred: Hands-on experience with Agentforce and Einstein, including responsible AI guardrails and adoption measurement. Experience with AWS services adjacent to Amazon Connect (Lex, Lambda, Kinesis, Contact Lens, Connect Cases). Experience integrating CRM and .NET applications with ERP and data platforms.