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.  AI at SharkNinja At SharkNinja, we’re building an AI-native culture. We’re not waiting for the future; we’re creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what’s possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn’t been invented yet, you’ll fit right in. 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.   You will work at the intersection of CRM, CCaaS, integrations, and AI, contributing to intelligent automation, conversational experiences, and data-driven workflows that improve both consumer and agent outcomes.   You will lead AI solutions that leverage structured and unstructured data across multiple repositories to enable intelligent automation and contextual consumer interactions.   You will lead the design from 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   Lead and implement CX technology solutions across Salesforce Service Cloud and an Enterprise CCaaS platform (Zoom) that enables 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 support 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.   CX Platform Integration & Orchestration   Design and build and maintain integrations that enable seamless communication between Salesforce Service Cloud, CCaaS platforms, and adjacent enterprise systems.   Responsibilities include:   Contribute to implementing 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   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 to maintain a unified consumer view   Troubleshooting and resolve integration issues to ensure reliability, scalability, and performance   AI, Digital Automation & Conversational Systems   Contribute to the design and implementation of AI-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 automation leveraging internal documentation and support content   Digital self-service capabilities across chat, messaging, and web channels   Contribute to the design of retrieval and knowledge access patterns that enable AI systems to leverage enterprise knowledge sources effectively.   Contribute to workflows 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   Support the configuration of Salesforce Service Cloud and enterprise CCaaS platform (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   Support CX systems aligned with the end-to-end consumer lifecycle and service journey.   Design data flows that ensure customer interaction data remains:   accurate   structured   accessible for analytics   usable for automation and AI-driven insights   Support reporting frameworks and dashboards that provide operational and