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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Skills Required
- Strong hands-on experience with Apex
- Strong hands-on experience with Lightning Web Components
- Strong hands-on experience with Salesforce Flows
- Direct experience configuring and supporting Salesforce Service Cloud
- Direct experience with Salesforce Omnichannel work-routing architectures
- Experience in operational support, incident management, root-cause investigation, and production troubleshooting
- Experience building and maintaining Salesforce API integrations with external systems
- Experience monitoring system health and owning operational incidents
- Excellent verbal and written English communication skills
- Salesforce Platform Developer I or II, Service Cloud Consultant, or System Architect certification
- Experience building Salesforce-to-Snowflake data integration pipelines
- Experience with complex Omnichannel routing, case management automation, and work orchestration frameworks
- Prior on-call or Site Reliability Engineering experience handling high-priority incident triage
- Experience with AI-assisted features or autonomous AI agent integrations in Salesforce
- Familiarity with enterprise observability and monitoring dashboards
What We Do
In All Media is a cutting-edge technology and innovation consulting organization, facilitating digital transformation in multiple industries. We have partnered with top-tier organizations such as NBCUniversal, Sony DADC, Aclara Technologies, and Dun & Bradstreet, among other leading companies worldwide. In All Media harnesses the collaborative synergy of all our international talent pool using Agile methodologies, to deliver excellence efficiently and with the utmost quality. At In All Media, we believe in diversity and autonomy. Our new model brings together a global managed community, with experts guiding and managing talented engineers; working to bring together the best talent in the world, regardless of where they are. We are not only evolving in terms of technology, but also in terms of In All Media as a re-imagined technology consultancy in step with the Fourth Industrial Revolution. Our community of 200+ experts and engineers are very motivated by different challenges in their field, and apply continuous learning to stay ahead of the curve in their expertise on new developments and innovative technologies. Our delivery model is based on Agile, On-site, and Near Shore capabilities to maximize team integration and provide the best value to our clients. We partner holistically with our clients in the co-creation of services and products, and follow streamlined Agile processes throughout. This makes In All Media a truly global company driven by a community of dedicated, talented individuals self-organizing into multi-disciplinary teams, producing the best possible output for our world-class clients. We're hiring! Email us your CV: [email protected] Contact Us: [email protected]
