[Hiring] Salesforce Engineer @In All Media

Role Description

In this role, you will join the Customer Success & Operations Engineering team to support and scale the enterprise post-sales support platform. The project focuses on optimizing Salesforce Service Cloud, automated case management, Omnichannel routing, and agent productivity tools. You will work on active development initiatives—such as AI-powered case summarization, bulk messaging features, and real-time data sync between Salesforce and the corporate data lake (Snowflake)—while actively rotating through operational support duties to guarantee high platform availability and rapid defect resolution.

Key Responsibilities

• Platform Support & Architecture Maintenance: Maintain and support the unified post-sales support and operations architecture built on Salesforce Service Cloud, case management, knowledge repositories, and agent assistance tools.
• Engineering Workstream Execution: Deliver technical enhancements across key workstreams, including AI-driven Case Summarization, bulk communications/email tools, Omnichannel routing and case orchestration, automated agentic feedback synchronization, and enterprise data platform integrations.
• Incident Management & Operational Ownership: Rotate into a dedicated On-Call / Fast-Response Engineer role to triage real-time alerts, monitor health KPIs, address operational injects, track incidents, investigate routing/automation failures, and document findings.
• Integrations & Data Pipeline Management: Build and maintain Salesforce (SFDC) integrations with external platforms, downstream databases, and enterprise data warehouses (specifically Snowflake).
• Operational Visibility: Participate in weekly Operations Reviews, system monitoring, and documentation updates within collaboration tools.

Qualifications

• Core Salesforce Development: Strong hands-on experience with Apex, Lightning Web Components (LWC), and Salesforce Flows.
• Service Cloud & Omnichannel Expertise: Direct experience configuring and supporting Service Cloud and Omnichannel work-routing architectures.
• Production Support & Troubleshooting: Proven track record in operational support, incident management, root-cause investigation, and production troubleshooting.
• System Integrations: Experience building and maintaining Salesforce API integrations with external systems.
• Monitoring & Reliability: Experience monitoring system health and taking ownership of operational incidents.
• Fluent English: Excellent verbal and written communication skills for daily technical collaboration and cross-functional alignment.

Nice-to-Have Skills

• Salesforce Certifications: Platform Developer I/II, Service Cloud Consultant, or System Architect certifications.
• Salesforce to Snowflake Data Streaming: Specific experience building data integration pipelines between Salesforce (SFDC) and Snowflake.
• Advanced Case & Routing Orchestration: Experience with complex Omnichannel routing, case management automation patterns, and work orchestration frameworks.
• On-Call / Reliability Engineering: Prior experience in an On-Call or Site Reliability Engineering (SRE) capacity handling high-priority incident triage.
• AI & Agentic Capabilities: Experience with AI-assisted features or autonomous AI agent integrations within the Salesforce ecosystem.
• Observability Tooling: Familiarity with enterprise observability and monitoring dashboards.

Time Zone & Collaboration

This role is 100% remote from the APAC region. Flexibility is expected to accommodate key ceremonies, stand-ups, and collaborative sessions within standard regional business hours, along with necessary coordination with our US-based teams.

Language

All interviews, documentation, and daily communication are in English.