• Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, Operations, Compliance, and Customer Success. • Hold a high technical bar for your work and your team’s tactical changes; partner with the Systems Manager to influence technical strategy. • Collaborate with Product Management, Design, and Analytics to ensure technical sustainability, risk management, and informed trade-offs. • Architect end-to-end Salesforce solutions across Service Cloud and other business systems. • Lead evaluation of new Salesforce features and third-party technologies to enhance functionality and user experience. • Act as a force-multiplier for your team by defining and advocating technical solutions and operational processes. • Maintain and support integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable seamless case creation flows and automation. • Consistently generate simple, elegant designs and write high-quality, reusable code. • Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC 2). • Partner with Ops Excellence, Servicing, Product, Security, and Engineering to translate business needs into scalable system solutions. • Drive excellence and automation in DevOps using Salesforce DevOps Center and/or GitHub Actions. • Leverage Lightning Flows, Agentforce, and other low-code tools to improve workflows and eliminate manual processes. • Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations. • Develop metrics for system observability, availability, and performance. • Monitor system performance, troubleshoot issues, and drive continuous improvements. • Provide training and documentation to ensure strong adoption and effective use of business systems.