Senior Solutions Engineer (Customer)

Role Purpose:
As the Senior Solutions Engineer in our Customer Applications Team, you will own Salesforce solution design, the core Sales and Customer Service application used to deliver an outstanding customer journey. Your goal will be to ensure we deliver robust, maintainable solutions that add value to our end users and ultimately our customers.

You will be the Salesforce technical lead providing overall ownership and governance of solution architecture and design decisions. Champion the delivery of scalable, maintainable, and secure solutions, maximising the use of standard Salesforce capabilities and out-of-the-box functionality wherever appropriate. Ensure robust software delivery and quality assurance processes are established, continuously improved, and consistently adhered to across the team.

You will line manage members of the Customer Team, supporting their performance, development and wellbeing, while helping to build the capability and effectiveness of the wider team.

This role is office-based, requiring a minimum of two days per week at our Head Office in Edinburgh.

Key Responsibilities / Deliverables:

• Lead the gathering, understanding and documentation of business problems, detailed system requirements, user stories and acceptance criteria.
• Lead the design and build of solutions that use out-of-the-box Salesforce functionality and best practice to meet customer needs whilst supporting company and product roadmap objectives.
• Provide technical leadership for Salesforce and act as the final decision-maker on solution design within the platform, balancing user needs, maintainability, platform standards and technical debt.
• Set and uphold technical and quality standards for Salesforce solutions, including peer review, testing and assurance against acceptance criteria.
• Deploy platform changes through the development pipeline following change control best practice.
• Create and maintain detailed documentation for all solutions to ensure business problems, user stories, acceptance criteria, solution designs, test plans and support guides are thoroughly and consistently documented using standard templates and centralised repository.
• Own the technical health of the Salesforce platform, working with the team to minimise technical debt, improve maintainability and manage platform risk.
• Troubleshoot and resolve technical issues should they arise.
• Establish and maintain positive working relationships with internal and external customers, team members and vendors/partners, providing clear technical guidance and constructive challenge.
• Line manage team members, setting clear objectives, providing regular feedback and coaching, and supporting their performance, development and wellbeing.
• Coach and mentor Solutions Engineers, encouraging consistent use of Salesforce standards, sound engineering practices and effective documentation.
• Plan and oversee the allocation of technical work across the team, helping to manage priorities, dependencies and delivery risks.
• Work with product, architecture, engineering and delivery colleagues to ensure Salesforce decisions are understood and fit effectively with the wider technology landscape.
• Spend 10% of your time on personal development that supports individual and business needs.