What you'll do:

• Has very solid technical knowledge and acts as an adviser for business for the different relevant use-cases.
• Own the relationship with product owners and relevant business owners and act as their trusted advisor to help them with the art-of-possible within your area of expertise.
• Responsible for providing technology leadership to engineering team to ensure products and platform services get built based on defined specifications and industry best practices in a timely manner.
• Delivery accountability and implementation ownership of all CX initiatives.
• Accountability of the quality of the end product and the availability and performance of the overall solution (although based on Salesforce, which is a SaaS product, the way the product is configured and customised has a crucial impact on performance)
• Work with Product Managers to have a holistic view across engineering and product, and drive engineering and product strategy (wear a product manager hat when needed)
• Drive career growth for your team members by understanding their aspirations and connecting them with business strategy.
• Have financial and budgetary responsibility for area of delivery.

What makes you a great fit:

• A total of 10+ years of industry experience with 3+ years of experience in the customer experience/customer service space.
• Expertise in building solutions in an agile/DevOps environment as well as managing teams in that space.
• Expertise with digital customer experience/customer service concepts and techniques in general.
• The ability to continually identify team improvements (retrospective analysis, maturity assessments and OKR’s and KPI’s). The ability to provide direction, support, and guidance for others.
• Independently lead solution design and estimation.
• Should have managed teams with multiple skills - Web, Backend, Database, Mobile apps.
• Experience creating large-scale, multi-tiered, distributed web applications with databases, and designing web services, APIs, data models and schemas, using SQL.
• Understanding software industry trends and relevant innovations in software delivery methods.