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Senior Salesforce Engineer - Customer Care Technology

Germany, Berlin · Job Posted January 09, 2026
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Job Description

A Senior Salesforce Engineer in Zalando's Customer Care product environment will be a key player in developing and maintaining the Salesforce platform that supports the company's customer-facing digital self-help product. This role is crucial for optimizing customer self-service, automating processes, and ensuring efficient handling of millions of customer queries monthly. The engineer will work within a cross-functional team (frontend, backend, applied scientists) to build scalable, AI-powered solutions. Success in this role is measured by improvements in self-service rates, reduced contact volume, and increased customer satisfaction, directly impacting Zalando's business performance and visible to leadership. The position offers the opportunity to work on high-scale applications, drive innovation in AI and automation, and benefit from a large, supportive engineering community with a focus on personal development.

Job Responsibility

  • Developing and customizing Salesforce solutions using Apex, Visualforce, Lightning Web Components, and other Salesforce technologies
  • Implementing automation with tools like Process Builder, Flow, and potentially AI-driven automation to streamline customer service workflows
  • Enhancing digital self-help options for customers, such as developing knowledge bases, improving chatbot functionality, or creating self-service portals
  • Integrating the Salesforce platform with other systems, such as backend and frontend systems
  • Collaborating with other engineers, product managers, and stakeholders
  • Working in an agile environment
  • Expanding Salesforce expertise, especially in Service Cloud and related technologies like AI and automation

Requirements

  • Salesforce Expertise: Proficiency in Service Cloud, including case management, Omni-Channel routing, Flows, and Lightning Web Components (LWC)
  • Experience with Apex, Visualforce, and Lightning Component frameworks
  • Familiarity with Salesforce APIs (REST/SOAP) and the oData Salesforce Connector
  • Customer Care Domain Knowledge: Understanding of customer care operations and business processes
  • Enterprise-Scale Experience: Proven ability to build and maintain Salesforce solutions supporting high-volume customer interactions, complex security models, and integrations with third-party systems
  • Performance optimization, scalability considerations, and adherence to governance best practices
  • Collaboration and Communication: Excellent analytical, conceptual, and communication skills
  • Experience: 4+ years of Salesforce experience, including implementing large-scale solutions
  • Language Skills: Fluency in English is required

What we offer

  • Employee shares program
  • 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
  • 2 paid volunteering days a year
  • Hybrid working model with 60% remote per week
  • Work from abroad for up to 30 working days a year
  • 27 days of vacation a year to start
  • Relocation assistance available (subject to prior agreement)
  • Family services, including counseling and support
  • Health and wellbeing options (including Gympass)
  • Mental health support and coaching are available

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