Senior Salesforce Engineer - Customer Care Technology (all genders)

THE ROLE & THE TEAM

A Senior Salesforce Engineer in Zalando's Customer Care product environment will be a key player in developing and maintaining the Salesforce platform that supports the company's customer-facing digital self-help product. This role is crucial for optimizing customer self-service, automating processes, and ensuring efficient handling of millions of customer queries monthly. The engineer will work within a cross-functional team (frontend, backend, applied scientists) to build scalable, AI-powered solutions. Success in this role is measured by improvements in self-service rates, reduced contact volume, and increased customer satisfaction, directly impacting Zalando's business performance and visible to leadership. The position offers the opportunity to work on high-scale applications, drive innovation in AI and automation, and benefit from a large, supportive engineering community with a focus on personal development.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit. 

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.
  

do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy
Our employee resource groups: https://corporate.zalando.com/en/our-impact/our-employee-resource-groups 

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

A Senior Salesforce Engineer in a Customer Care product environment focuses on building and maintaining solutions within the Salesforce Service Cloud to improve the customer experience, particularly in self-service and automation. Key tasks include:

• Developing and customizing Salesforce solutions: This involves using Apex, Visualforce, Lightning Web Components, and other Salesforce technologies to build features that support customer care processes.

• Implementing automation: The engineer will work with tools like Process Builder, Flow, and potentially AI-driven automation to streamline customer service workflows and improve efficiency. This includes automating responses, routing cases, and other repetitive tasks.

• Focusing on self-service: A core responsibility is enhancing digital self-help options for customers. This might involve developing knowledge bases, improving chatbot functionality, or creating other self-service portals.

• Integrating with other systems: The Salesforce platform often needs to connect with other systems. The engineer will likely be involved in integrations with backend, frontend, and other relevant systems.

• Collaborating with a team: The role requires close collaboration with other engineers (backend, frontend, and other Salesforce specialists), product managers, and stakeholders across the organization.

• Working in an agile environment: The work will likely follow agile methodologies, requiring flexibility and adaptability.

• Learning and growth: The role offers opportunities to expand Salesforce expertise, especially in Service Cloud and related technologies like AI and automation within customer service. It emphasizes learning from experienced professionals and contributing to a customer-centric approach.

WE'D LOVE TO MEET YOU IF…

A Senior Salesforce Engineer in a Customer Care product environment at this e-commerce company needs a strong blend of technical Salesforce skills and customer care domain knowledge. Key requirements include:

• Salesforce Expertise: Proficiency in Service Cloud, including case management, Omni-Channel routing, Flows, and Lightning Web Components (LWC). Experience with Apex, Visualforce, and Lightning Component frameworks is essential. Familiarity with Salesforce APIs (REST/SOAP) and the oData Salesforce Connector is highly desirable.

• Customer Care Domain Knowledge: Understanding of customer care operations and business processes is crucial for designing effective CRM flows and custom solutions.

• Enterprise-Scale Experience: Proven ability to build and maintain Salesforce solutions supporting high-volume customer interactions, complex security models, and integrations with third-party systems. Performance optimization, scalability considerations, and adherence to governance best practices are vital.

• Collaboration and Communication: Excellent analytical, conceptual, and communication skills are needed to work effectively in a cross-functional environment, collaborate with stakeholders, and share knowledge.

• Experience: The ideal candidate has 4+ years of Salesforce experience, including implementing large-scale solutions.

• Language Skills: Fluency in English is required.

Essentially, the role demands a senior engineer capable of taking ownership, leading development efforts, and contributing to enhancing the customer journey through cutting-edge Salesforce solutions within a fast-paced e-commerce setting.

OUR OFFER

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program

• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners

• 2 paid volunteering days a year

• Hybrid working model with 60% remote per week, actual practice is up to each team to best support their collaboration  

• Work from abroad for up to 30 working days a year

• 27 days of vacation a year to start

• Relocation assistance available (subject to prior agreement)

• Family services, including counseling and support

• Health and wellbeing options (including Gympass)

• Mental health support and coaching are available

Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us