| Job Description: |
Job Summary
Seeking a Lead Developer to join the Customer Engagement & Marketing Technology organization, sitting at the intersection of our Customer Experience Solutions (CES) and Campaign & Marketing Platform capabilities. In this role, you will architect and deliver scalable, secure systems that power customer support operations including CRM and IVR platforms as well as the marketing acquisition and lifecycle automation tools that drive customer growth. You will own the full software development lifecycle across these domains, lead a team of engineers, and serve as the primary technical authority bridging operational support technology and data-driven marketing platforms.
Key Responsibilities:- Lead end-to-end SDLC for CRM/IVR applications and campaign/marketing platform services from requirements gathering through deployment, monitoring, and maintenance.
- Architect scalable CRM solutions on Salesforce (Classic & Lightning) or Microsoft Dynamics 365, and integrate them with marketing execution platforms such as Braze and Salesforce Marketing Cloud.
- Design and develop backend services and APIs supporting CES operations: contact center workflows, escalation management, partner management systems, and SLA adherence tracking.
- Own and evolve the campaign and acquisition technology stack, including ProspectApi/ProspectFileProcessor for direct mail and winback programs, SuperFunnel lead pipelines, and analytics tagging/SDK instrumentation across web and mobile.
- Drive integrations with analytics and attribution vendors (Adobe Analytics/GA360, AppsFlyer, Meta/Snapchat pixels, Firebase) and ensure data integrity across ODS/EDW pipelines feeding downstream platforms.
- Serve as the primary technical SME for CRM/IVR and marketing automation platforms; configure, customize, and integrate these systems with enterprise data infrastructure.
- Lead digital transformation and innovation pilots across the CES and marketing technology domains (BIAN alignment: Customer Campaign Design/Execution, Prospect Campaign Management, Customer Behavior Insights).
- Implement observability and monitoring solutions to ensure reliability and performance across all owned services.
- Build and maintain intelligent test automation frameworks (ReadyAPI/SoapUI/Selenium/JMeter) covering functional, integration, end-to-end, and accessibility testing; integrate test suites into CI/CD pipelines (Jenkins, GitHub).
- Lead test strategy, planning, and execution across all testing dimensions including API, UI, database validations, and performance.
- Mentor and grow junior and mid-level developers; define and enforce coding standards and best practices across the team.
- Collaborate cross-functionally with QA, Compliance, Data Engineering, Digital Marketing, and business stakeholders to translate customer journey insights and campaign requirements into technical solutions.
- Maintain technical documentation and ensure compliance with security, privacy, and regulatory standards applicable to customer data.
- Manage project timelines and report progress to senior leadership.
Technical Qualifications:- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 7+ years of software development experience, with at least 3 years in CRM/IVR systems and 2+ years in a technical lead or team leadership role.
- Proficiency in CRM/IVR platforms: Salesforce (Classic & Lightning), Microsoft Dynamics 365.
- Hands-on experience with marketing automation and lifecycle platforms: Braze, Salesforce Marketing Cloud/ExactTarget, or equivalent.
- Strong backend development skills in one or more of: .NET, Java, JavaScript/Node.js; frontend experience with Angular JS or similar frameworks.
- Experience with cloud platforms (AWS or Azure), Kubernetes, and CI/CD pipelines (Jenkins, GitHub Actions).
- Familiarity with analytics and attribution tools: Adobe Analytics, Google Analytics 360/Firebase, AppsFlyer.
- Experience integrating with ad-platform pixels (Meta, Snapchat) and session replay/VoC tools (Medallia/Decibel or equivalent).
- Solid understanding of data pipeline concepts and experience working with EDW/ODS environments and middleware layers.
- Strong grasp of security and privacy standards relevant to customer data handling (PCI-DSS awareness a plus).
- Familiarity with Jira, GitHub, and Confluence.
- Strong leadership, communication, and analytical skills with the ability to translate business requirements into technical solutions.
Preferred Qualifications:- Experience in fintech, prepaid card, or customer support technology platforms.
- CRM platform certifications: Salesforce Certified Developer or Microsoft Dynamics CRM Certification.
- Familiarity with CES operational domains such as escalation management, partner scorecards, and voice-of-customer programs.
- Experience with direct mail acquisition workflows, prospect file processing, or winback campaign engineering.
- Knowledge of BIAN service domain frameworks as applied to marketing and customer engagement.
- Contributions to open-source projects or technical publications.
- Experience evaluating and decommissioning legacy vendor platforms (e.g., migrating off deprecated marketing tools).
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