CX Systems Developer Lead - CRM, CCaaS & Integration Engineering

About Us SharkNinja is a global product design and technology company, with a diversified portfolio of 5‑star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja , the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world. Overview We are seeking a CX Systems Developer Lead to design, build, and scale integrated consumer experience solutions across Salesforce Service Cloud and our Enterprise CCaaS platform (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. Key Responsibilities Lead and implement CX technology solutions across Salesforce Service Cloud and CCaaS platforms (Zoom) that enable scalable and intelligent service operations. Lead and maintain IVR and intelligent routing logic. Workflow automation and case management processes. Service workflows across omnichannel consumer interactions. System integrations across CRM, CCaaS, and enterprise systems. Support solutions that enable a seamless omnichannel consumer journey across voice, messaging, chat, and digital channels. Partner with product owners and CX stakeholders to translate business requirements into technical workflows and automation solutions that improve operational efficiency and consumer satisfaction. Platform Integration & Orchestration Design, build, and maintain integrations that enable seamless communication between Salesforce Service Cloud, CCaaS platforms, and adjacent enterprise systems. Responsibilities Include Implement integration patterns (synchronous, asynchronous, event‑driven) to support scalable and resilient CX workflows. Build and maintain API‑based integrations between CRM, CCaaS, and enterprise platforms. Implement event‑driven workflows and automation across CX systems. Integrate CX platforms with enterprise systems such as order management systems, identity and authentication services, product or support knowledge repositories, analytics and reporting platforms. Ensure real‑time data synchronization across CX platforms to maintain a unified consumer view. Troubleshoot and resolve integration issues to ensure reliability, scalability, and performance. AI, Digital Automation & Conversational Systems Contribute to design and implementation of AI‑driven automation capabilities across CX platforms to improve service efficiency and consumer experience. Conversational AI chatbots and virtual agents. Intelligent routing and AI‑assisted triage. Sentiment analysis and agent guidance tools. Knowledge‑driven automation leveraging internal documentation and support content. Digital self‑service capabilities across chat, messaging, and web channels. Design of retrieval and knowledge access patterns that enable AI systems to leverage enterprise knowledge sources effectively. Enable AI systems to surface insights from multiple knowledge repositories including CRM case history, knowledge bases, support documentation, and product information repositories. Integrate AI‑powered insights and predictive models into service workflows. Platform Administration & Governance Support configuration of Salesforce Service Cloud and enterprise CCaaS platform (Zoom) to ensure reliable performance and scalability. Maintain system configurations and environments with SOX‑compliant permissions and security controls, support sandbox and release management, and apply change management and governance practices. Monitor system health and performance. Consumer Journey & Data Optimization Support CX systems aligned with the end‑to‑end consumer lifecycle and service journey. Design data flows that keep customer interaction data accurate, structured, and accessible for analytics. Support reporting frameworks and dashboards that provide operational and strategic visibility into CX performance. Identify friction points in service workflows and design technology solutions that improve consumer 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, and predictive analytics. Lead proof‑of‑concept initiatives that modernize CX capabilities. Collaborate cross‑functionally with 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 enterprise CCaaS platforms such as Zoom CCaaS, 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, and integration development. 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 complex system and integration issues. Preferred Qualifications Salesforce certifications: Administrator, 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 CRM, CCaaS, integrations, and data systems interact across the CX ecosystem. Collaborative Communication – translates technical solutions into business impact. Salary and Other Compensation Pay Range: $150,300—$183,700 USD Benefits including medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short‑term disability insurance, long‑term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre‑paid legal insurance, backup child and eldercare days, product discounts, referral bonus program, and more. Equal Employment Opportunity Statement We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation. #J-18808-Ljbffr SharkNinja