Business Systems Lead (Agent and Channel Experience)

<div class="content-intro"><p>Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.</p></div><p>As a Lead Engineer , you will be an integral member of the Business Systems team within Servicing! You will collaborate with the rest of Business Systems, Engineering, Product, Operations and key stakeholders to craft and deliver technical solutions to business problems and transform the way our Service Agents thrive. We look for candidates who strive for simple, sophisticated solutions and continuously improve both their technical and soft skills. The ideal candidate will demonstrate the ability to work nimbly and efficiently and adapt in a constantly evolving environment. </p> <p> </p> <p>In this role, you will lead high-impact projects from inception to completion, ensuring that each initiative aligns with the company's strategic goals and delivers measurable results. You will serve as the tech lead for a team of system leads providing technical strategy for platform improvement and project deliverables. The ideal candidate will possess a strong background in the Salesforce ecosystem including Service Cloud,  project management, exceptional communication skills, and a keen eye for detail, ensuring that all activities are executed flawlessly and efficiently.</p> <p> </p> <p>What You'll Do</p> <ul> <li> <p>Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success.</p> </li> <li> <p>You will be responsible for setting technical strategy for your team on a year-long time scale, and help your team tie it together with critical, business-impacting projects.</p> </li> <li> <p>You will collaborate across teams in the product development lifecycle by collaborating with product management, design & analytics to ensure technical sustainability, risks and trade-offs are well understood and managed.</p> </li> <li> <p>You will act as a force-multiplier for your team through your definition and advocacy of technical solutions and operational processes.</p> </li> <li> <p>Maintain and Support the developed integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools ) to enable seamless Case Creations flows and automation.</p> </li> <li> <p>Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC 2).</p> </li> <li> <p>Collaborate with cross-functional teams (Ops Excellence, Servicing, Product, Security, Engineering) to understand business needs and translate them into scalable system solutions.</p> </li> <li> <p>Drive excellence and automation in DevOps leveraging the Salesforce Devops Center and/or GitHub actions </p> </li> <li> <p>Lightning Flows, Agentforce and other low-code tools to improve workflows and eliminate manual processes.</p> </li> <li> <p>Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations.</p> </li> <li> <p>Oversee JIRA boards for business systems projects, defining clear requirements, managing sprints, and ensuring timely execution.</p> </li> <li> <p>Develop metrics into system observability, availability and performance</p> </li> <li> <p>Monitor system performance, troubleshoot issues, and drive continuous improvements.</p> </li> <li> <p>Provide train ... (truncated, view full listing at source)