Senior Salesforce Support Engineer Jobs in Texas

This is not a remote role. You must be in the local area or willing to relocate

DTC offers premium streaming services with Hulu, a premium streaming service that offers originals, current season TV, a massive library of hit series and movies, and live television. It also offers Disney+, the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for impactful team-players to join the Viewer Experience (VX) team, who will thrive upon the legacy of Disney and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s Direct-to-Consumer (DTC) experience through strategic hard work and determination.

Job Summary:

The DTC - Viewer Experience (VX) team is seeking a Sr. Salesforce Developer. In this role, you will support VX’s Salesforce platform through development of system capabilities, product implementation, and delivering high-quality solutions that meet the needs of our user base.  You will contribute to the implementation of cutting edge Salesforce technologies, drive best practices, and foster a culture of innovation and excellence within the team.

The ideal candidate must be fluent in Apex, SOQL, and SOSL, and has a deep understanding of Salesforce’s features, capabilities, and best practices, as well as a passion for solving business challenges through innovative solutions.

In this role, you are expected to partner with various departments, including Enterprise, Product, Engineering, IT, Operations, Data, and InfoSec, to coordinate initiatives that deliver on Disney DTC's business goals and objectives.

The right person for this role has experience transforming business needs into scalable solutions and developing complex and global CRM and Help Center implementations. If you are passionate about technology and transforming service experiences, this is a great role for you!

Responsibilities and Duties of the Role:

• Build, develop, and implement customer service technology in support of DTC, leveraging cloud-native technology to enable VX self-service and assisted service by implementing Salesforce architecture and development strategies that align with business objectives
• Maintain technology platform, ensuring high availability, scalability, performance, and data quality supporting 20M+ monthly help site visits, 50k+ daily interactions, and 6k+ internal users. This includes designing and developing high-quality solutions on the Salesforce platform, showcasing advanced proficiency in Apex, SOQL/SOSL, RESTful services, LWCs, and Aura..   
• Facilitate business requirement discussions with key stakeholders across functions and levels, advise on technology and potential tradeoffs, and provide implementation and customizations options
• Work with internal and external partners to deliver backlog requests and projects in iterative release cycles and champion best practices for Salesforce development, ensuring adherence to quality standards and coding guidelines
• Stay abreast of the latest Salesforce trends and technologies, ensuring the team remains at the forefront of innovation.  Prototype emerging technologies and implement innovative solutions to create best-in-class service experiences for viewers and advocates
• Document technical decisions and maintain comprehensible documentation for future reference
• Conduct technical reviews, provide guidance on technical debt reduction, and oversee the implementation of continuous improvement initiatives
• Troubleshoot and resolve complex Salesforce issues, ensuring system stability and performance

Required Education, Experience/Skills/Training:

● Must have 2+ years of experience architecting solutions on Salesforce platform

● Must have 2+ years designing & developing on MuleSof

● Bachelor's degree or equivalent experience. An undergraduate degree in computer science, information technology, or related disciplines is a plus.

● Must have 6+ years hands-on Salesforce Development experience

● Track record of building high-quality software and innovative features

● Direct experience with implenting technology transformation initiatives

● Must have deep expertise with Service Cloud, Experience Cloud, including Lightning Flows, Apex Triggers, and SOQL/SOSL, Salesforce APIs, LWC and RESTful APIs

● Experience with Salesforce integrations and APIs

● Experience in Agile (Scrum and/or Kanban), test automation, CI/CD (DevOps)

● Must have Salesforce Platform Developer I and II or other Developer Certifications

● Ability to partner cross-functionally at multiple levels of an organization ensuring quality results are reached within given time frames for projects

● Ability to prioritize based on analysis of data trends, business priorities, and legal compliance

● Strong skills in communicating information to stakeholders across organizational levels, including explaining technical concepts to non-technical stakeholders

● Excellent problem-solving and analytical skills

● Flexibility to work night and weekends, as needed

Nice to Haves:

● 4+ years experience developing solutions on Salesforce platformt

● Working knowledge of Salesforce GenAI tools - Agentforce Agent Builder, Prompt Builder

● Additional Salesforce certifications - Service Cloud Consultant, Agentforce Specialist

● Hands-on DevOps experience with Copado or other tools

● Prior experience with supporting NICE CXOne Platform

● Streaming media industry or other subscription-based service experience

● Experience with global and remote teams    

#DISNEYTECH    

The hiring range for this position is $129,000 to $150,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.