CX Systems Developer Lead – CRM, CCaaS & Integration Engineering

About Us

SharkNinjais a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positivelyimpactpeoples lives in homes around the world. Powered by two trusted global brands Shark and Ninja the company has a proventrack recordof bringing disruptive innovation to market and developing one consumer product after another has allowedSharkNinjato enter multiple product categories driving significant growth and market share gains. Headquartered in Needham Massachusetts with more than4100associates the companys products are sold at key retailers online and offline and through distributors around the world.

Overview

We are seeking aCXSystems DeveloperLeadto design build and scale integrated consumer experience solutions across Salesforce Service Cloud and our EnterpriseCCaaSplatform (Zoom experience with Genesys or Amazon Connect is also relevant).

This is a hands-on role focused on developing workflows APIs and automation that connect CRM contact center and enterprise systems to deliver a seamless omnichannel consumer journey.

You willworkat the intersection of CRMCCaaS integrations and AIcontributing tointelligent automation conversational experiences and data-driven workflows that improve both consumer and agent outcomes.

You willleadAI solutions thatleveragestructured and unstructured data across multiple repositories to enable intelligent automation and contextual consumer interactions.

You willleadthedesignfrom architecture through implementation including integration patterns data flow design and automation strategy.

Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply.

Key Responsibilities

• CX Systems Development & Architecture

• Leadand implement CX technology solutions across Salesforce Service Cloud and an EnterpriseCCaaSplatform (Zoom) that enables scalable and intelligent service operations.

• Leadandmaintain:

• IVR and intelligent routing logic

• Workflow automation and case management processes

• Service workflows across omnichannel consumer interactions

• System integrations across CRMCCaaS and enterprise systems

• Supportsolutions that support a seamless omnichannel consumer journey across voice messaging chat and digital channels.

• Partner with product owners and CX stakeholdersto translate business requirements into technical workflows and automationsolutionsthat improve operational efficiency and consumer satisfaction.

CX Platform Integration & Orchestration

• Design andbuild andmaintainintegrations that enable seamless communication between Salesforce Service CloudCCaaSplatforms and adjacent enterprise systems.

Responsibilities include:

• Contributetoimplementing integration patterns (synchronous asynchronous event-driven) to support scalable and resilient CX workflows.

• Build andmaintainAPI-based integrations between CRMCCaaS 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 tomaintaina unified consumer view

• Troubleshooting andresolveintegrationissuesto ensure reliability scalability and performance

AI Digital Automation & Conversational Systems

Contribute tothe design andimplementation ofAI-driven automation capabilities across CX platforms to improve service efficiency and consumer experience.

Examples include:

• Conversational AI chatbots and virtual agents

• Intelligent routing and AI-assisted triage

• Sentiment analysis and agent guidance tools

• Knowledge-driven automationleveraginginternal documentation and support content

• Digital self-service capabilities across chat messaging and web channels

• Contribute to thedesignofretrieval and knowledge access patterns that enable AI systems toleverageenterprise knowledge sources effectively.

Contribute toworkflows that enable AI systems to surface insights from multiple knowledge repositories including:

• CRM case history

• knowledge bases

• support documentation

• product information repositories

Collaborate with CX data and engineering teams to integrate AI-powered insights and predictive models into service workflows.

Platform Administration & Governance

Supporttheconfiguration ofSalesforce Service Cloud and enterpriseCCaaSplatform (Zoom) to ensure reliable performance and scalability.

Responsibilities include:

• maintaining system configurations and environments with SOX-compliant permissions and security controls

• supporting 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

SupportCX systems aligned with the end-to-end consumer lifecycle and service journey.

Design data flows that ensure customer interaction dataremains:

• 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.

Identifyfriction points in service workflows and design technology solutions thatimprove bothconsumer 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-functionallywith 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 enterpriseCCaaSplatforms with platforms such as ZoomCCaaS 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 complexsystemand integration issues.

Preferred Qualifications

Salesforce certifications such as:

• Salesforce Administrator

• Salesforce Platform Developer I or II

• Service Cloud Consultant
  

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
Ensures precision in workflows integrations and data structures.

Creative Problem Solver
Approaches challenges with curiosity and innovative thinking.

Innovation Mindset
Continuously explores AI automation and emerging CX technologies.

Systems Thinking
Understands how CRMCCaaS integrations and data systems interact across the CX ecosystem.

Collaborative Communication
Translates technical solutions into business impact.