ERP / CRM Engineer

We are looking for a Middle Platform Engineer with strong Salesforce Service Cloud administration expertise to help shape and optimize customer service operations at scale. In this role, you will work closely with business stakeholders, design and implement scalable solutions, improve service processes across multiple channels, and drive adoption of modern Salesforce capabilities, including AI-powered tools and automation. The position combines hands-on platform ownership with business analysis, solution design, training, and continuous improvement responsibilities.
 

Required for this role

• 3–4 years of experience administering Salesforce Service Cloud environments with 1M+ records and hundreds of active users, including permission set design, role hierarchies, release management, and org health monitoring.
• Strong understanding of Salesforce CRM architecture, platform limits, security models, and best practices for sustainable system design.
• Active Platform Developer I and Platform App Builder certifications.
• Hands-on experience configuring Omni-Channel, routing, assignment rules, macros, reporting, dashboards, automations, and case management optimization across service channels.
• Strong BA/QA mindset with interest and experience in requirements gathering, validation, and quality-focused solution delivery.
• Proficiency with SOQL, data modeling, objects, fields, relationships, data management practices, and Lightning Web Components (LWC).
• Expert-level use of Flows, formula fields, validation rules, and assignment rules to solve complex business requirements without unnecessary customization.
• Experience configuring and managing Service Cloud Voice solutions integrated with platforms such as Amazon Connect, Natterbox, Vonage, or RingCentral.
• Experience creating technical documentation, data flow diagrams, change documentation, release notes, and user guidance materials.
• Strong communication, analytical thinking, attention to detail, collaboration skills, and commitment to continuous learning.

Your responsibilities

• Administer, maintain, configure, and enhance Salesforce environments, including user management, profiles, roles, permissions, and workflows.
• Gather functional and non-functional requirements, design solutions, and advise stakeholders on technical and business impacts of requested changes.
• Create and maintain reports, dashboards, custom fields, automations, and other platform configurations that improve operational efficiency.
• Lead platform customization initiatives and collaborate with cross-functional teams on implementations, integrations, and process improvements.
• Provide end-user training, train-the-trainer sessions, technical guidance, and ongoing support to increase platform adoption and proficiency.
• Manage data quality through imports, exports, deduplication processes, audits, and integrity monitoring activities.
• Implement and monitor data security controls and ensure compliance with organizational policies and standards.
• Support and optimize complex bi-directional integrations between Salesforce and third-party systems.
• Stay current with Salesforce releases and emerging capabilities, identifying opportunities to improve processes, automation, and user experience.
   

What you get

Your time off

• 18 paid vacation days and 10 paid sick days annually
• 10 Ukrainian public holidays
• Maternity and paternity leaves
• Marriage and Parenthood Package
• Additional leave for major life events
• Sabbatical leave opportunities
   

Learning & growth

• Sombra University workshops and internal learning programs
• Tech Communities and knowledge sharing sessions
• Language courses and workshops

• Mentorship opportunities

   

Health & well-being

• Sports compensation or health insurance coverage
• Participation in races and marathons
• Corporate doctor (telemedicine)
• Well-being initiatives and workshops
   

And even more

• Company-provided technical equipment
• PE administration and tax support
• Internal referral program
• IT Club loyalty program
• Company events and volunteering initiatives