Senior Salesforce Platform Lead – Service Cloud

ACSC Auto Club Of Southern Calif; United States; On-site; USD 146,000 - 195,000; Full time

Benefits offered by this job

Health coverage

401(K) saving plans with company match

Pension

Tuition assistance

Floating holidays

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises is seeking a senior Salesforce engineering leader to drive delivery and service excellence across complex enterprise systems. You will coach developers, own backlogs with product partners, and guide Service Cloud design including case management and Omni-Channel workflows.

You will review architectures, promote reusable patterns, and coordinate across Genesys, Guidewire, and membership platforms, ensuring reliability and scalable AI-enabled service.

Qualifications

• Bachelor’s degree in CS, IS, or related field, or equivalent practical experience.
• 10+ years in enterprise app development with Salesforce.
• Experience managing software engineering teams, hiring, coaching, and performance management.
• Strong experience delivering Salesforce Service Cloud in complex environments.
• Hands-on depth in Apex, Lightning Web Components, Flow, SOQL, Salesforce security, data modeling.
• Experience with case management, Omni-Channel, Knowledge, Service Console configuration, and automation.
• Experience designing and supporting enterprise integrations using REST/SOAP APIs, Platform Events, Change Data Capture, and middleware platforms such as MuleSoft.
• Demonstrated ownership of business-critical production applications, including incident response, troubleshooting, recovery, and prevention of recurring issues.
• Experience with Agile delivery, source control, CI/CD, automated testing, environment management, and release governance.
• Ability to manage internal and vendor teams while maintaining clear accountability for outcomes.
• Strong stakeholder management and executive communication skills.

Responsibilities

• Lead and develop the team. Manage Salesforce developers and technical leads, establish clear individual ownership, provide regular coaching, and set expectations for technical quality, communication, and delivery.
• Own application delivery. Partner with product owners to maintain a prioritized backlog, define achievable release plans, manage dependencies, and deliver capabilities that improve member service and representative productivity.
• Guide Service Cloud solutions. Oversee the design and implementation of case management, Service Console experiences, Omni-Channel routing, Knowledge, guided workflows, and service automation.
• Provide technical leadership. Review architecture, solution designs, and code across Apex, Lightning Web Components, Flow, and integrations. Promote modular, reusable solutions and sound decisions about standard functionality versus customization.
• Deliver a connected service experience. Work with enterprise teams to integrate Salesforce with Genesys, Guidewire, membership and billing systems, and customer master data platforms through governed APIs and event-driven patterns.
• Build internal engineering capability. Structure vendor collaboration around joint design, implementation, code reviews, and testing. Ensure knowledge transfer results in demonstrated internal ownership of the codebase and production support.
• Own production reliability. Establish monitoring, support procedures, escalation paths, and recovery runbooks. Lead application response to critical incidents, communicate business impact, and drive root-cause analysis and corrective actions.
• Strengthen testing and release discipline. Own the application testing strategy, including automated regression and end-to-end integration coverage. Coordinate business UAT and enforce release-readiness reviews, deployment controls, rollback planning, and post-release validation.
• Advance AI-enabled service. Partner with business and architecture teams to evaluate and implement Agentforce and intelligent automation, with appropriate data access, quality controls, and human handoffs.
• Manage performance and investment. Track delivery predictability, production defects, application health, team capability, vendor performance, and resource needs. Maintain a roadmap for platform improvements and technical debt.
• Communicate clearly across the organization. Provide timely updates on progress, risks, dependencies, and decisions. Explain technical trade-offs in terms of member experience, operational impact, cost, and long-term maintainability.

Skills

People leadership

Salesforce

Apex

Lightning Web Components

CI/CD

APIs

Agile

Stakeholder mgmt

Architecture reviews

Team coaching

Education

Bachelor's degree

Tools

MuleSoft

Splunk

Tricentis Tosca

Salesforce

Job description

Auto Club Enterprises is seeking a senior Salesforce engineering leader to drive delivery and service excellence across complex enterprise systems. You will coach developers, own backlogs with product partners, and guide Service Cloud design including case management and Omni-Channel workflows.

You will review architectures, promote reusable patterns, and coordinate across Genesys, Guidewire, and membership platforms, ensuring reliability and scalable AI-enabled service.