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Sr. Manager of Software Development Salesforce Service Cloud CRM

Company: RED SKY Consulting
Location: Austin
Posted on: September 24, 2022

Job Description:

Job Title: Sr. Manager of Software Development Salesforce Service Cloud CRM
Location: Remote
Role Type: FTE
Job Summary
The Sr. Manager, Software Development, will oversee the Customer Care and Experience-related functions, including but not limited to Customer Care, Customer Notifications, and Marketing channels. This role will lead the engineering practice for the above functions across the enterprise. Reporting to the VP of Engineering, the Sr. Manager, Software Development will build/lead and retain a team of a geographically diverse team of engineers encompassing the above functions.
The Engineering leader will be experienced in managing concurrent Engineering projects simultaneously; resource planning; building cross functional business partnerships and driving strategic planning and execution. This leader is expected to be technical enough to drive design discussions and at times code some of the critical business functions or should be able to define POC to show to his teams. The leader is also expected to build a world class Engineering team. The leader is expected to be a fast learner who learns the business/Product/Customer Demographics and touchpoints quickly and can partner with the Product, Marketing teams to not only optimize the customer experience but also strive for proactively reducing customer issues through other self-service means. The leader is also expected to be a good communicator who can interface easily with internal and external stakeholders/Customers. The leader is also expected to manage solution delivery - getting projects done with high quality on time. Last but not the least, the leader is expected to have operational mindset to be able to maintain the system post its production roll out.
Job Responsibilities
Success in this role will be determined via the leader's ability to deliver upon the following:

* Taking the existing team to the next level in terms of technical talent and procedural/operational rigor.
* Should be able to understand the existing legacy systems and ensure he and his team can support the systems effectively.
* Lead the organization to standardize the Customer Care functions across business lines and various technologies.
* Taking existing legacy applications and building it on our AWS Cloud infrastructure and integration.
* Introducing new solutions to continuously improve the Technology stack.
* Partnering with the VP of engineering for the Cloud build out of the existing platform using Sales Force .Twillio(a plus)
* Collaborate with peers in Engineering and cross functional teams such as Product, revenue, operations.
* Be the "go to" Customer Care/Experience/Engagement Technology leader to interface with external and internal partners/customers.
* Should display strong communication skill at engineering and business level.
* Established record of strong technical leadership in a high-performing, large-scale technology company.
* Experience with modern technology stack in the areas of Cloud, API, Microservices and re-platforming.
* Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
* Perform other duties as needed.


* Bachelors Degree in Computer Science or Engineering required
* 10+ years of experience in Software Engineering/Development
* Have more than 5-7 years of software engineering team management experience in CRM and other Customer Care applicationsExperience leading a geographically distributed (multi time zone) software engineering organization comprising multiple teams
* Understands Integration and Migration concepts and has experience with Salesforce and Twilio platforms and APIs
* Building applications in both Sales Force Service Cloud, Sales Force Marketing Cloud, Twilio in a cloud platform is highly desired.
* Lead technical discussions and workshops with Customer Care Team
* Experience applying appropriate release management approaches in a professional capacity
* Experience of raising warning flags about technical or project issues where appropriate
* Experience of all phases of the project lifecycle
* Contribute to development of peers as well as the CRM practice as a whole
* Works directly with Internal Call Center Agents and Stakeholders to develop and deliver key components of technical solutions.
* Should be hands on development manager in design and software engineering.
* Have the desire and adaptability to dive into legacy code base and suggest enhancement or troubleshoot issues.
* Experience building strong partnerships with other job functions, like Product, Customer Experience, Marketing, and UX, to keep teams collaborating smoothly and working together to improve the product.
* Strong desire to understand the root cause of issues and details of systems, get hands-on with data and analysis to evaluate how the team and the product are growing.
* Experience with service-oriented and event-driven system architectures, building high-performance distributed systems
* Comfortable with implementing high levels of quality assurance across teams
* Should be flexible and adaptable for change
* Should be an effective communicator and assertive leader
* Must be knowledgeable about industry trends, best practices, and change management.
* Experience in other IVR/ACD solutions such as Five9, UJet will be a plus.

This Is a Great Opportunity With a First-class Company
Sr. Manager of Software Development Salesforce Service Cloud CRM

RED SKY Career Opportunities at:

Sr. Manager of Software Development Salesforce Service Cloud CRM
RED SKY Consulting Candidate and Client Referral Program!
Do you know other IT professionals?
Turn those relationships into Money & help friends get work
RED SKY Consulting is offering a fantastic opportunity for you to earn extra money.
If you refer to us a Manager of people or skilled professionals, we will link your name to that person for 18 months.
If we employ or place that individual or place people into that company thru that manager
Sr. Manager of Software Development Salesforce Service Cloud CRM

RED SKY Consulting Company Overview
We are an IT and Cybersecurity staffing solutions, professional services, management consulting, and
executive placement company with thousands of resources across multiple IT and Cybersecurity skill sets. Our primary US locations are Chicago, New York, Los Angeles, Atlanta, Nashville, Tampa and Denver and we have organizational arms in other domestic cities along with offshore alliances in India and Ireland. RED SKY has a 15+ year history of providing great technology talent. RED SKY has many clients including; 7 of the Fortune 10, half of the Fortune 100, and 25% of the Fortune 500 companies within the manufacturing, financial services, health care, government, consumer services, insurance, and several other industry verticals represented.
The RED SKY Foundation is being formed and will be providing fully funded college educations to underprivileged young adults in partnership with our clients starting 2022.

Keys: Engineering, azure, salesforce, aws, sales force marketing, CRM, API, Twilio, Five9, UJet

Keywords: RED SKY Consulting, Austin , Sr. Manager of Software Development Salesforce Service Cloud CRM, Executive , Austin, Texas

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