Senior CRM Engineer

The Senior CRM Engineer will act as the technical lead and trusted advisor for the Salesforce ecosystem, ensuring platform reliability, security, scalability, and alignment with business objectives.

Key Responsibilities:

Salesforce Platform Leadership & Ownership

• Own the end-to-end Salesforce platform strategy, administration, governance, and operational health.
• Provide technical leadership for Salesforce architecture, configuration, security, and platform optimization.
• Establish and maintain platform standards, best practices, operating procedures, and governance frameworks.
• Lead platform capacity planning, performance monitoring, data quality management, and technical debt remediation.
• Drive adoption of new Salesforce capabilities, including AI and automation technologies.

Operational Support & Service Management

• Provide leadership and oversight for Level 2 and Level 3 support activities across the Salesforce estate.
• Ensure timely resolution of incidents, service requests, and production issues in accordance with defined SLAs.
• Lead root cause investigations and implement sustainable corrective and preventative actions.
• Manage relationships with internal technology teams, third-party vendors, and Salesforce support.
• Ensure operational resilience, availability, and continuous service improvement.

Solution Delivery & Business Partnership

• Partner with senior business stakeholders to understand strategic priorities and translate them into scalable Salesforce solutions.
• Lead requirements analysis, solution design, and delivery of CRM enhancements and transformational initiatives.
• Provide thought leadership on process automation, customer engagement, AI adoption, and digital transformation opportunities.
• Act as the primary technology SME for Salesforce-related business initiatives and projects.
• Mentor team members and provide guidance on solution design and platform capabilities.

Release, Change & Environment Management

• Lead Salesforce release management, deployment governance, and platform upgrade activities.
• Oversee CI/CD processes, testing strategies, environment management, and production readiness activities.
• Ensure compliance with enterprise change management, risk management, and deployment standards.
• Drive release planning and stakeholder communications for platform changes and enhancements.

Governance, Risk & Compliance

• Own Salesforce governance processes, security controls, access management, and compliance activities.
• Lead audit engagements, security assessments, periodic access reviews, and regulatory compliance activities.
• Ensure adherence to organizational policies, control frameworks, and Salesforce best practices.
• Maintain comprehensive platform documentation, architecture artefacts, and operational procedures.

Innovation & Continuous Improvement

• Drive continuous improvement initiatives focused on automation, efficiency, user experience, and platform adoption.
• Evaluate and implement emerging Salesforce technologies including Agentforce, Einstein AI, Data Cloud, and other strategic capabilities.
• Contribute to CRM technology roadmaps, investment planning, and future-state architecture.
• Identify opportunities to optimize business processes and reduce operational overhead through technology innovation.

Required Skills & Experience

Essential

• Extensive experience administering, supporting, and enhancing enterprise-scale Salesforce environments.
• Strong expertise in Salesforce platform architecture, security model, sharing model, data management, and governance.
• Proven experience leading complex CRM initiatives, platform enhancements, and transformational programmes.
• Strong knowledge of Salesforce Flow, automation frameworks, reports, dashboards, and advanced platform capabilities.
• Experience managing critical production platforms within a large, regulated enterprise environment.
• Demonstrated ability to influence senior stakeholders and provide strategic technology direction.
• Strong leadership, stakeholder management, communication, and vendor management skills.
• Experience working within Agile, DevOps, and product-based delivery models.
• Excellent problem-solving, analytical, and decision-making capabilities.

Desirable

• Deep expertise in Salesforce Service Cloud, Sales Cloud, and Experience Cloud.
• Experience with Salesforce Data Cloud, Agentforce, Einstein AI, and AI-driven CRM solutions.
• Strong understanding of integration architecture, APIs, middleware, and enterprise data management.
• Experience with DevOps, CI/CD pipelines, GitLab, JIRA, ServiceNow, and deployment automation.
• Working knowledge of Apex, Lightning Web Components (LWC), and Salesforce development practices.
• Experience defining platform roadmaps, governance frameworks, and operating models.