Position: Salesforce Engineer
Location: Remote from APAC
Contract Type: Full-time
Time Zone Alignment: APAC
About In All Media: We are a Managed Nearshore Teams provider headquartered in Austin, specializing in building and embedding high-performing software development teams. From design to deployment, we deliver customized solutions by connecting global talent with innovative client projects. Our model lets you tackle international challenges, collaborate with diverse teams, and grow your career while being part of a company that values expertise, creativity, and impact.
Project Overview: In this role, you will join the Customer Success & Operations Engineering team to support and scale the enterprise post-sales support platform. The project focuses on optimizing Salesforce Service Cloud, automated case management, Omnichannel routing, and agent productivity tools. You will work on active development initiatives—such as AI-powered case summarization, bulk messaging features, and real-time data sync between Salesforce and the corporate data lake (Snowflake)—while actively rotating through operational support duties to guarantee high platform availability and rapid defect resolution.
Key Responsibilities:
- Platform Support & Architecture Maintenance: Maintain and support the unified post-sales support and operations architecture built on Salesforce Service Cloud, case management, knowledge repositories, and agent assistance tools.
- Engineering Workstream Execution: Deliver technical enhancements across key workstreams, including AI-driven Case Summarization, bulk communications/email tools, Omnichannel routing and case orchestration, automated agentic feedback synchronization, and enterprise data platform integrations.
- Incident Management & Operational Ownership: Rotate into a dedicated On-Call / Fast-Response Engineer role to triage real-time alerts, monitor health KPIs, address operational injects, track incidents, investigate routing/automation failures, and document findings.
- Integrations & Data Pipeline Management: Build and maintain Salesforce (SFDC) integrations with external platforms, downstream databases, and enterprise data warehouses (specifically Snowflake).
- Operational Visibility: Participate in weekly Operations Reviews, system monitoring, and documentation updates within collaboration tools.
Must-Have Skills:
- Core Salesforce Development: Strong hands-on experience with Apex, Lightning Web Components (LWC), and Salesforce Flows.
- Service Cloud & Omnichannel Expertise: Direct experience configuring and supporting Service Cloud and Omnichannel work-routing architectures.
- Production Support & Troubleshooting: Proven track record in operational support, incident management, root-cause investigation, and production troubleshooting.
- System Integrations: Experience building and maintaining Salesforce API integrations with external systems.
- Monitoring & Reliability: Experience monitoring system health and taking ownership of operational incidents.
- Fluent English: Excellent verbal and written communication skills for daily technical collaboration and cross-functional alignment.
Nice-to-Have Skills:
- Salesforce Certifications: Platform Developer I/II, Service Cloud Consultant, or System Architect certifications.
- Salesforce to Snowflake Data Streaming: Specific experience building data integration pipelines between Salesforce (SFDC) and Snowflake.
- Advanced Case & Routing Orchestration: Experience with complex Omnichannel routing, case management automation patterns, and work orchestration frameworks.
- On-Call / Reliability Engineering: Prior experience in an On-Call or Site Reliability Engineering (SRE) capacity handling high-priority incident triage.
- AI & Agentic Capabilities: Experience with AI-assisted features or autonomous AI agent integrations within the Salesforce ecosystem.
- Observability Tooling: Familiarity with enterprise observability and monitoring dashboards.
Time Zone & Collaboration: This role is 100% remote from the APAC region. Flexibility is expected to accommodate key ceremonies, stand-ups, and collaborative sessions within standard regional business hours, along with necessary coordination with our US-based teams.
Language: All interviews, documentation, and daily communication are in English.
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