Job Summary:
Salesforce is the #1 AI CRM, focused on driving innovation and customer success. They are seeking a Senior Salesforce Platform Engineer to design, build, and support solutions within the Salesforce ecosystem, particularly for global contact center operations.
Responsibilities:
• Design, build, and maintain scalable Salesforce platform solutions supporting global contact center operations
• Develop, troubleshoot, and optimize complex Salesforce Flows, automations, and routing logic
• Configure and support Omni-Channel and Unified Routing capabilities across global teams
• Partner with business stakeholders, product teams, and engineers to deliver scalable Service Cloud solutions
• Support Salesforce Voice and Agentforce Voice implementations integrated within Salesforce environments
• Drive platform improvements focused on reliability, automation, scalability, and operational efficiency
• Troubleshoot platform issues across Salesforce configurations, integrations, and routing experiences
• Participate in architecture discussions, technical design reviews, and roadmap planning
• Lead root cause analysis and support continuous improvement initiatives for platform reliability
• Document technical solutions, operational processes, and engineering standards
• Mentor team members and contribute to engineering best practices
• Participate in a rotating on-call schedule supporting critical business platforms
Qualifications:
Required:
• Strong hands-on Salesforce platform engineering experience
• Deep experience designing, building, and troubleshooting Salesforce Flows
• Experience working within Service Cloud and/or Sales Cloud environments
• Experience configuring Omni-Channel and/or Unified Routing solutions
• Salesforce Administrator certification required
• Salesforce Advanced Administrator certification required
• Salesforce Platform App Builder certification required
• Strong troubleshooting and problem-solving skills within Salesforce environments
• Experience working cross-functionally with technical and business stakeholders
• Excellent communication and collaboration skills
• 5+ years of experience working within enterprise Salesforce environments
• Experience supporting scalable business-critical platforms and operational processes
• Ability to balance technical solutions with business and user experience needs
Preferred:
• Experience with Salesforce Voice, Service Cloud Voice, Agentforce, or Agentforce Voice
• Experience with Amazon Connect or other contact center platforms
• Experience supporting contact center or customer support operations
• Experience with AI-powered customer engagement solutions
• Background in DevOps, CI/CD, or Salesforce deployment automation
• Experience with observability, monitoring, or reliability engineering practices
• Additional Salesforce certifications such as Service Cloud Consultant or Application Architect
Company:
Salesforce is a cloud-based software company that provides customer relationship management software and applications. Founded in 1999, the company is headquartered in San Francisco, USA, with a team of 10001+ employees. The company is currently Late Stage.