Senior Manager - CRM & Contact Center Engineering
$145,920–$218,880 year
HybridNaperville, Illinois, United States
Job Summary
Lead engineering and delivery for Salesforce Sales Cloud, Service Cloud, and Amazon Connect platforms, managing release management, custom .NET application modernization, and production stability. Drive AI enablement via Agentforce and Einstein while establishing governance for responsible AI practices. Oversee integration architecture across CRM, contact center, and .NET systems to enable a unified Customer 360 view and secure access. Partner with Sales, Service, Product, and Security teams to ensure platform reliability, scalability, and alignment with business priorities. Located in Naperville, IL, with a T-TH in-office hybrid schedule.
Required Qualifications
- 7+ years of engineering experience
- 4+ years leading engineering managers, tech leads, or senior technical specialists
- Deep, hands-on leadership experience across the Salesforce ecosystem, including Sales Cloud and Service Cloud at scale
- Demonstrated experience delivering Experience Cloud capabilities in a regulated, customer-facing environment
- Experience leading a contact center platform in production including IVR, routing, telephony, recording, and CTI integration with Salesforce
- Hands-on experience leading custom-built .NET application engineering including architecture, performance, modernization, CI/CD, and production operations in a contact center or CRM-adjacent context
- Strong understanding of CRM data model, integration patterns, APIs, eventing, identity, and customer 360 across heterogeneous platforms including .NET applications
- Working knowledge of data privacy and regulatory requirements (GDPR, CCPA, PCI, HIPAA where applicable)
- Track record of running engineering operating cadences, vendor management, and budget discipline
- Bachelor's degree in Information Technology, Computer Science, or related field — or equivalent professional experience
- Regular in-office hybrid model (generally T-TH in office and M & F remote)
- Salesforce certifications
Desired Qualifications
- Salesforce certifications strongly preferred
- Hands-on experience with Agentforce and Einstein, including responsible AI guardrails and adoption measurement
- Experience with AWS services adjacent to Amazon Connect (Lex, Lambda, Kinesis, Contact Lens, Connect Cases)
- Experience integrating CRM and .NET applications with ERP and data platforms
- Advanced degree a plus
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