CX Systems Developer Lead – CRM, CCaaS & Integration Engineering

About Us

Shark Ninja 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 Shark Ninja 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.

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.

• Lead and implement CX technology solutions across Salesforce Service Cloud and CCaaS platforms (Zoom) that enable 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 enable 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.

Design, build, and maintain integrations that enable seamless communication between Salesforce Service Cloud, CCaaS platforms, and adjacent enterprise systems.

• Implement 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.
• Implement event‑driven workflows and automation across CX systems.
• Integrate CX platforms with enterprise systems such as order management systems, identity and authentication services, product or support knowledge repositories, analytics and reporting platforms.
• Ensure real‑time data synchronization across CX platforms to maintain a unified consumer view.
• Troubleshoot and resolve integration issues to ensure reliability, scalability, and performance.

Contribute to design and implementation of AI‑driven automation capabilities across CX platforms to improve service efficiency and consumer experience.

• 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.
• Design of retrieval and knowledge access patterns that enable AI systems to leverage enterprise knowledge sources effectively.
• Enable AI systems to surface insights from multiple knowledge repositories including CRM case history, knowledge bases, support documentation, and product information repositories.
• Integrate AI‑powered insights and predictive models into service workflows.

Support configuration of Salesforce Service Cloud and enterprise CCaaS platform (Zoom) to ensure reliable performance and scalability. Maintain system configurations and environments with SOX‑compliant permissions and security controls, support sandbox and release management, and apply change management and governance practices. Monitor system health and performance.

Support CX systems aligned with the end‑to‑end consumer lifecycle and service journey.

• Design data flows that keep customer…