Senior Developer

Team: IT

Location: US

Commitment: Full-time

Workplace Type: remote

Accountabilities:

• Design, develop, configure, enhance, and deploy solutions and custom applications using established SDLC standards and out-of-the-box functionality where appropriate.
• Translate business requirements into scalable technical solutions in collaboration with Business Analysts, platform stakeholders, and business teams.
• Configure and enhance CSM/TPSM modules, workflows, forms, business rules, portals, and user experiences.
• Take ownership of an existing CSM environment and help transition it from third-party implementation support to internal platform stewardship.
• Review, validate, and improve partner-delivered configurations, update sets, and release artifacts to ensure quality, maintainability, and compliance with internal standards.
• Develop scalable workflow automation and enhance capabilities including Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, and enterprise integrations.
• Troubleshoot and resolve platform defects, workflow issues, integration challenges, and performance bottlenecks while minimizing regression risk.
• Maintain platform integrity across production and non-production environments and oversee environment promotion and release activities.
• Support User Acceptance Testing, release readiness, Change Review Board processes, customer cutover, and production deployment.
• Work closely with Business Analysts and business stakeholders to triage defects, support testing, and facilitate user validation.
• Help establish sustainable platform governance, technical standards, documentation, and development practices.
• Explore and apply relevant AI capabilities, including Now Assist, Predictive Intelligence, and intelligent workflow automation where appropriate.

Requirements:

• 5+ years of hands-on development experience, preferably within enterprise-scale implementations and fast-growing global organizations.
• Strong experience designing, configuring, developing, and supporting Customer Service Management (CSM) applications and workflows.
• Proven experience inheriting, stabilizing, and improving a environment originally implemented by a third-party partner.
• Ability to review complex existing configurations, identify improvement opportunities, and make changes without introducing unnecessary regression risk.
• Experience conducting peer reviews of partner-delivered configurations, update sets, and release artifacts.
• Strong hands-on expertise with scalable workflow development, case management, customer service portals, knowledge management, Agent Workspace, and enterprise integrations.
• Experience with platform stewardship, SDLC practices, release management, environment promotion, UAT, and production deployment.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose workflow, platform, integration, and performance issues.
• Certified System Administrator (CSA) certification required.
• Certified Application Developer (CAD) certification required.
• Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification is strongly preferred.
• Experience with AI capabilities such as Now Assist, Predictive Intelligence, or intelligent workflow automation is a plus.
• Strong communication and collaboration skills, with the ability to work effectively with technical teams, Business Analysts, and business stakeholders.
• Ability to support working hours with reasonable overlap across EMEA or APAC business hours.
• Strong ownership mindset and ability to operate effectively while managing multiple priorities in a fast-moving environment.

Benefits:

• Base salary range of $125,000–$165,000 USD.
• Remote position within the United States.
• Opportunity to take ownership of an enterprise CSM/TPSM environment.
• High-impact role combining hands-on development, platform engineering, release ownership, and technical stewardship.
• Opportunity to work across CSM, workflow automation, integrations, portals, knowledge management, and AI capabilities.
• Exposure to a platform transition from external implementation support toward internal ownership.
• Opportunity to influence technical standards, platform quality, scalability, and long-term maintainability.
• Collaborative environment working with Business Analysts, technical stakeholders, and business teams.
• Compensation determined based on factors including geographic location, education, experience, knowledge, skills, abilities, and applicable labor-market data.