Director, Salesforce Engineering (CRM)

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

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At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work.

NOTE: This role is hybrid and requires 3 days a week onsite in our Walnut Creek, CA office.

JOB SUMMARY

We are seeking a visionary and transformative engineering leader to architect, build, and lead the central nervous system of our company's future, our Salesforce CRM platform. This individual will be responsible for harnessing the full power of the Salesforce Agentic Enterprise to fundamentally redefine our sales, service, marketing, and operational functions, driving unprecedented growth, efficiency, and customer loyalty. 

As the Director of Salesforce Engineering, you will inform the technical strategy and own the execution for our most critical business platform. This is a mission-critical role, central to our corporate Data & AI strategy, that offers the opportunity to build a world-class engineering organization and deliver a generational leap in business capability. You will not just manage a platform; you will build the engine of our Agentic Enterprise.   

Key Responsibilities:

The responsibilities for this role are structured around four strategic pillars:

Pillar 1: Platform Vision & Agentic Strategy

• Develop and own the multi-year technical vision, strategy, and roadmap for our CRM Salesforce ecosystem, ensuring deep alignment with the principles and capabilities of the Agentic Enterprise paradigm.   
• Serve as the company's foremost thought leader and subject matter expert on the Agentforce 360 portfolio. Partner with executives, technology peers and business unit leaders to translate strategic objectives into a tangible pipeline of high-value, AI-driven automation use cases, and create a scalable framework to move them from pilot to enterprise-wide production.   
• Drive a culture of innovation, automation and continuous learning. Lead the evaluation, prototyping, and integration of emerging technologies and partner solutions within the Salesforce ecosystem,. 

Pillar 2: Architectural Integrity & Enterprise Scale

• Assume ultimate ownership for the architecture of a complex, large-scale, multi-org Salesforce environment. You will be the final authority on decisions that affect the platform's stability, security, scalability, and performance, ensuring it can support the demands of a global enterprise.   
• Design and implement a comprehensive strategy for enterprise-wide AI agent orchestration. This includes establishing robust governance, security protocols, and observability frameworks to manage agent performance, prevent uncontrolled sprawl, and ensure seamless interoperability across all enterprise systems.   
• Help architect a unified and trusted Salesforce data foundation that will power all agentic capabilities. This involves leveraging Agentforce Data 360 (formerly Data Cloud) and advanced features like Data Cloud Clean Rooms for secure data collaboration and populating our semantics layer to translate raw data into business-aware language, ensuring that all AI agents operate on high-quality, contextual, and reliable data.   
• System Integrator Management: Manage and direct 3rd-party System Integrators (SIs) to ensure quality, adherence to architectural standards, and seamless delivery of large-scale initiatives. You will be responsible for validating SI deliverables and holding your vendors accountable for technical excellence.

Pillar 3: Organizational Architecture & Talent Cultivation

• Team Building & Leadership: Hire, mentor, and lead a high-performing engineering team to support the platform and continue delivering enhancements. You will be responsible for scaling this team to meet the demands of a "Run" phase organization while simultaneously driving "Build" phase innovation.  
• Design, build, and lead a world-class Salesforce engineering organization that is purpose-built for the agentic era. This involves fundamentally rethinking team structures, creating new roles (e.g., AI Agent Orchestrator, Prompt Engineer), and fostering a culture that thrives on AI-assisted development and continuous adaptation.
• AI-Driven Development Lifecycle: Incorporate AI into the development lifecycle (SDLC) and release management process to improve speed and quality. This includes adopting tools like Agentforce Vibes for code generation and Copado's AI-driven release management features to automate testing, conflict resolution, and deployment.
• Develop and implement comprehensive career pathways and upskilling programs to prepare for the new demands of the Agentic Enterprise. 

Pillar 4: Operational Excellence & Delivery

• Distributed Team Collaboration: Successfully operate in a distributed environment where the engineering team partners closely with technology delivery teams, product owners, and business analysts to create roadmaps and requirements. 
• Drive the predictable, high-quality execution and delivery of all projects and initiatives on the CRM Salesforce roadmap, ensuring outcomes are achieved on time, within budget, and to the highest standard of quality.   
• Implement, manage, and continuously optimize a robust DevOps/CI/CD pipeline and a sophisticated release management strategy. This framework must be tailored to the unique complexities of an AI-driven environment, ensuring both agility and stability.
• Define, instrument, and report on a comprehensive set of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). These metrics will cover not only traditional platform health and reliability but also the tangible business impact and ROI of deployed AI agents.   

Core Qualifications & Experience

Implementation Leadership: Must have led at least 2 large-scale Salesforce CRM implementations, preferably brand-new implementations, with the assistance of a 3rd-party System Integrator. You must demonstrate the ability to manage SI partners effectively to deliver on time and budget.

Retail & Contact Center Experience: Proven experience working for a company with a significant retail footprint and a complex call center team. You should understand the unique challenges of high-volume B2C environments and how to leverage tools like Service Cloud Voice and Retail Cloud to solve them.

Distributed Team Management: Demonstrated success working in a distributed environment, partnering with technology delivery teams to co-create roadmaps and define technical requirements.

AI & Data Cloud Exposure: Some experience with Agentforce Data 360 (formerly Data Cloud) and at least one successful Agentforce production deployment. While expert-level depth is not mandatory, a functional understanding of these tools and a vision for their application is required.   

AI in DevOps: Proven track record of incorporating AI into the software development lifecycle (SDLC) and release management processes to improve speed and code quality (e.g., using AI for code generation, automated testing, or release note generation).

Technical Mastery: Deep, hands-on expertise across the Salesforce technology stack, including the Core Platform (Apex, LWC, Flow) and MuleSoft.

Educational Background: Bachelor's or Master's degree in Computer Science, Software Engineering, or a related technical field. Advanced Salesforce certifications (e.g., Certified Application Architect, Certified System Architect, Certified Technical Architect - CTA) are highly desirable.

Salesforce Engineering Leadership: A minimum of 10 years of progressive Salesforce Engineering experience, including hiring and leading Salesforce engineering teams to support the platform and deliver continuous enhancements.

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