ZoomInfo
Director of Salesforce Engineering, Customer Experience and Platform Operations
At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo.
With rapid growth and an expanding customer base, our internal systems need to be just as scalable and agile as the product we deliver.
Salesforce sits at the core of our GTM and customer lifecycle strategy. We’re looking for a Director of Software Engineering to lead the strategy, development, and scaling of the systems that power our Customer Support and Customer Success teams. You’ll own the engineering roadmap for Salesforce Service Cloud and Gainsight, ensuring our teams have the tools and insights they need to deliver exceptional outcomes for every customer.
As additional responsibility, the role will also focus on Salesforce Platform Operations, you’ll lead the team responsible for building and optimizing the Salesforce ecosystem, ensuring it’s tightly integrated with the rest of our tech stack, secure, and future-ready.
What You’ll Do:Lead Salesforce Engineering & Platform Operations
- Own the end-to-end architecture and development of platforms that power our post-sale experience, including Salesforce Service Cloud and Gainsight.
- Drive improvements in case management, ticket routing, escalation processes, customer onboarding, and proactive health monitoring.
- Build scalable, secure integrations between Salesforce, Gainsight, and the broader SaaS ecosystem using APIs and integration tools.
- Build and lead a high-performing team of engineers and admins focused on Salesforce development, integration, and operations.
- Own the Platform Operations to enable architecture and technical roadmap across Sales Cloud, Service Cloud, CPQ, Experience Cloud, and other Salesforce products.
- Ensure our Salesforce platform is scalable, performant, and aligned to business goals across sales, marketing, support, and operations
- Lead a team of engineers and administrators focused on support and success technology.
- Implement engineering best practices including code quality standards, agile planning, and DevOps/CI-CD workflows. Champion and manage DevOps for Salesforce using Copado, including version control, automated testing, release management, and environment strategy.
- Foster a high-performance, inclusive team culture centered on collaboration, innovation, and continuous learning.
- Oversee the integration of Salesforce with internal systems and external platforms via Boomi (or equivalent middleware/iPaaS), ensuring smooth data flows and reliable business processes.
Strategic Partnership & Execution
- Work cross-functionally with RevOps, Post Sales Business teams, Finance, Product, and IT leaders to understand requirements and translate them into scalable technical solutions.
- Collaborate with the data team to enable reporting, analytics, and data governance across Salesforce and connected systems.
- Guide the platform's growth through streamlining platform operations and release management for the organization.
Drive Engineering Culture
- Foster a collaborative, high-ownership team culture grounded in continuous improvement, innovation, and learning.
- Mentor and coach team members on Salesforce best practices, architecture, and leadership development.
- Identify and address gaps in skills, process, or tooling to accelerate team impact.
What You Bring:
- 10+ years of experience in software engineering, with 5+ years of hands-on leadership in Salesforce platform development and operations.
- Deep understanding of Salesforce architecture and custom development (Apex, LWC, SOQL, Flows).
- Proven experience implementing and managing Copado or other Salesforce DevOps tools for version control, CI/CD, and release pipelines.
- Strong experience with Boomi or similar integration platforms (Mulesoft, Workato, etc.), including integration design, monitoring, and error handling.
- Track record of leading Salesforce implementations and supporting GTM functions in a fast-paced SaaS environment.
- Solid grasp of data architecture, governance, and compliance (GDPR, SOX, etc.).
- Strong communication and stakeholder management skills; ability to align technical solutions with strategic business objectives.
- Salesforce certifications (e.g., Application Architect, System Architect, Platform Developer II) strongly preferred.
Nice to Have:
- Salesforce certifications (e.g., Service Cloud Consultant, Experience cloud consultant ).
- Familiarity with customer success KPIs such as NPS, churn risk, adoption metrics, and expansion forecasting.
- Experience supporting knowledge bases, self-service portals, in-app chat, or AI-powered support tooling.
- Background in post-merger org consolidation or multi-cloud Salesforce environments.
Understanding of product-led growth strategies and usage-based billing models.
#LI-VC1
#LI-Hybrid
Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process. We want our employees and their families to thrive.
In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.
Below is the US base salary for this position. Additional compensation such as Bonus, Commission, Equity and other benefits may also apply.
$200,000—$275,000 USD
About us:
ZoomInfo (NASDAQ: ZI) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.
ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.
ZoomInfo is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements.
Top Skills
ZoomInfo Waltham, Massachusetts, USA Office
275 Wyman St, Waltham, MA, United States, 02451
Similar Jobs
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
