[Hiring] Senior Salesforce Engineer @In All Media Inc

Role Description

You will join a high-performing Customer Success & Operations Engineering team supporting and scaling an enterprise post-sales support platform for a major international client. As a Senior Salesforce Engineer, your primary focus will be optimizing Salesforce Service Cloud, automated case management, Omnichannel routing, and agent productivity tools. You will balance active development initiatives with operational support rotations to ensure peak 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 (DFR): Rotate into a dedicated Developer Fast-Response Engineer (DFR) 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, continuous system monitoring, and documentation updates within collaboration tools like Confluence.

Qualifications

• Strong hands-on experience with Apex, Lightning Web Components (LWC), and Salesforce Flows.
• Direct experience configuring and supporting Service Cloud and Omnichannel work-routing architectures.
• Proven track record in operational support, incident management, root-cause investigation, and production troubleshooting.
• Hands-on experience building and maintaining Salesforce API integrations with external systems.
• Experience monitoring system health, managing operational incidents, and taking full ownership of platform reliability.
• Platform Developer I/II, Service Cloud Consultant, or System Architect certifications.
• Specific experience building data integration pipelines between Salesforce (SFDC) and Snowflake.
• Experience with complex Omnichannel routing, case management automation patterns, and work orchestration frameworks.
• Prior experience in a Developer Fast Response (DFR) or Site Reliability Engineering (SRE) capacity handling high-priority incident triage.
• Experience with AI-assisted features or autonomous AI agent integrations within the Salesforce ecosystem.
• Familiarity with enterprise observability and monitoring dashboards.

Time Zone & Collaboration

The role requires collaboration with teams aligned to Eastern Time (ET). Flexibility to overlap with North America business hours is expected.

Language

All interviews, documentation, and daily communication will be in English.