Stellenbeschreibung:

Senior Salesforce Engineer - Customer Care Technology (all genders)

Join to apply for the Senior Salesforce Engineer - Customer Care Technology (all genders) role at Zalando .

THE ROLE & THE TEAM

A Senior Salesforce Engineer in Zalando's Customer Care product environment will be a key player in developing and maintaining the Salesforce platform that supports the company's customer-facing digital self-help product. This role is crucial for optimizing customer self-service, automating processes, and ensuring efficient handling of millions of customer queries monthly. The engineer will work within a cross-functional team (frontend, backend, applied scientists) to build scalable, AI-powered solutions. Success in this role is measured by improvements in self-service rates, reduced contact volume, and increased customer satisfaction, directly impacting Zalando's business performance and visible to leadership. The position offers the opportunity to work on high-scale applications, drive innovation in AI and automation, and benefit from a large, supportive engineering community with a focus on personal development.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit.

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy

Our employee resource groups

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

A Senior Salesforce Engineer in a Customer Care product environment focuses on building and maintaining solutions within the Salesforce Service Cloud to improve the customer experience, particularly in self-service and automation. Key tasks include:

• Developing and customizing Salesforce solutions using Apex, Visualforce, Lightning Web Components, and other Salesforce technologies to support customer care processes.
• Implementing automation with tools like Process Builder, Flow, and AI-driven automation to streamline workflows, responses, and case routing.
• Enhancing digital self-help options, including developing knowledge bases, chatbots, and self-service portals.
• Integrating Salesforce with other systems, including backend and frontend systems.
• Collaborating closely with cross-functional teams including engineers, product managers, and stakeholders.
• Working within an agile environment, adapting to fast-paced development cycles.
• Expanding expertise in Salesforce, especially Service Cloud, AI, and automation technologies.

WE'D LOVE TO MEET YOU IF…

The ideal candidate has a blend of technical Salesforce skills and customer care domain knowledge, including:

• Proficiency in Service Cloud, case management, Omni-Channel routing, Flows, Lightning Web Components, Apex, Visualforce, and Salesforce APIs.
• Understanding of customer care operations and business processes.
• Experience building scalable Salesforce solutions supporting high-volume interactions and complex integrations.
• Excellent communication and collaboration skills.
• At least 4+ years of Salesforce experience with large-scale implementations.
• Fluency in English.

The role requires a senior engineer capable of leading development efforts and improving the customer journey through innovative Salesforce solutions in a dynamic e-commerce environment.

OUR OFFER

Zalando offers a range of benefits, including:

• Employee shares program
• Discounts on fashion and beauty products, Zalando Lounge, and external partners
• Paid volunteering days
• Hybrid work model with up to 60% remote work
• Work from abroad for up to 30 days/year
• Starting with 27 days of vacation
• Relocation support (subject to approval)
• Family services, health & wellbeing options, mental health support

Learn more about Zalando and our values at

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NOTE / HINWEIS:

EN: Please refer to Fuchsjobs for the source of your application

DE: Bitte erwähne Fuchsjobs, als Quelle Deiner Bewerbung