Sr. Director - Software Engineering

Job Description: Senior Director, Service Applications

Overview

The Senior Director of Service Applications will be a key leader, responsible for bridging the gap between our internal service organizations (including Call Center and Implementation) and the technical delivery of our customized software solutions. This role requires a blend of executive relationship management, deep technical acumen, and a passion for optimizing the tools that power our service representatives and delight our customers.

The successful candidate will own the strategy for our service application ecosystem, ensuring technical rigor in how we customize, build in workflows, and integrate with our core product applications. This is a highly collaborative role, translating the voiced needs of service teams into technical requirements and changes that align with modern software development lifecycle (SDLC) practices and architectural best practices.

Key Responsibilities

Strategic Leadership & Stakeholder Management

• Develop and maintain strong, collaborative relationships with Vice Presidents and leaders across Call Center and Implementation teams to understand their strategic objectives and operational challenges.

• Act as the primary technical liaison, capturing business requirements and pain points from service teams and translating them into a clear, prioritized technical roadmap for service application enhancements.

• Champion changes that serve the dual purpose of improving the customer experience and increasing the efficiency and effectiveness of our service representatives.

• Lead the planning and prioritization of service application initiatives, ensuring alignment with overall company goals and product strategy.

Technical Oversight & Execution

• Bring technical rigor to the customization and configuration of our service applications, with a strong focus on Salesforce best practices.

• Oversee the architecture and governance of the Salesforce platform, ensuring scalability, maintainability, and adherence to security standards.

• Define and enforce modern SDLC practices for the team responsible for service application development and customization, including robust testing, code reviews, deployment processes, and continuous integration/continuous delivery (CI/CD).

• Ensure service applications are tightly and reliably integrated with core product applications and other critical business systems.

• Drive down technical debt and promote sustainable development practices within the service applications team.

• Be a practical technologist considering what the right tool for the job is, balancing considerations such as team efficiency, long-term maintainability, cost and enterprise standards.

Team Leadership & Development

• Mentor and guide technical teams (developers, architects, administrators) focused on the service application stack.

• Establish and track key performance indicators (KPIs) related to service application performance, stability, and adoption.

• Work closely with product partners to ensure a consistent direction and alignment on project metrics.

Qualifications

Required

• 10+ years of experience in a technical leadership role, focusing on enterprise applications, CRM, or service systems.

• 5+ years of direct experience with the Salesforce platform, including deep understanding of Service Cloud, platform architecture, and Apex/Visualforce/Lightning development best practices.

• Proven ability to establish and stand up good technical governance and architectural practices within an engineering organization.

• Expert-level understanding of modern Software Development Lifecycle (SDLC) practices, including Agile methodologies, DevOps principles, and automated testing.

• Exceptional communication and listening skills, with the ability to articulate complex technical concepts to non-technical stakeholders (VPs, Directors, Call Center agents) and represent their needs to technical teams.

Preferred

• Experience managing global application deployments.

• Familiarity with other service applications or contact center technologies (e.g., CTI, WFM, knowledge bases).

• Advanced certification in Salesforce (e.g., Certified Technical Architect, Application Architect).