Staff System Engineer, BizTech

Responsibilities

• Architect and hands-on build digital channel engagement solutions, including chat, messaging, omnichannel routing, and agent tooling, integrated with our broader CRM platform.
• Serve as the subject-matter expert on digital engagement technologies (e.g., Salesforce Digital Engagement/Service Cloud, CTI, messaging APIs), advising engineering and business stakeholders on platform capability, constraints, and tradeoffs.
• Partner with Product, Community Support Operations, and Trust teams to translate engagement strategy and ambiguous business needs into a concrete, multi-year technical roadmap.
• Lead technical design reviews and embed engineering best practices, from design through code review to production operations.
• Drive the full lifecycle of initiatives, from proof-of-concept and architecture through launch, experimentation, and iteration based on engagement metrics.
• Mentor engineers in developing technical and collaboration skills; be the go-to person for technical guidance across the CRM organization.
• Contribute to recruiting the right engineers by participating in interviews and building overall team technical culture.

Requirements

• 10+ years of relevant engineering experience, including deep, hands-on subject-matter expertise in digital channel engagement platforms (e.g., messaging, chat, omnichannel routing, CTI/voice integrations, Salesforce Digital Engagement or comparable).
• Proven track record building and shipping engagement or CRM products end-to-end, from concept and architecture through launch and iteration, not just maintaining existing systems.
• Strong, current hands-on coding ability and experience with architectural patterns for large-scale, high-availability, customer-facing systems.
• Experience integrating CRM/engagement platforms (e.g., Salesforce Service Cloud, Digital Engagement) via APIs, event-driven architecture, and CTI/telephony integrations.
• Demonstrated ability to translate ambiguous business and product requirements into scalable technical designs and a coherent multi-year roadmap.
• Technical leadership experience: setting direction and standards, and driving cross-functional alignment, without relying on formal management authority.
• Experience working in a complex, matrixed organization spanning cross-functional and cross-business stakeholders.
• Excellent communication skills, with the ability to lead high-level discussions on technology strategy with engineering leaders, product managers, and business stakeholders.

Nice-to-Haves

• Experience with Salesforce Digital Engagement/Service Cloud, CTI, messaging APIs.