Salesforce and CX Engineering Lead | CTC Upto 60-65 LPA

Company Description
Kotak Securities Limited is one of India's leading financial services organizations and a subsidiary of Kotak Mahindra Bank. The company provides investment, trading, and wealth management solutions to clients across India. With a strong focus on technology, innovation, and customer experience, Kotak Securities continues to invest in scalable digital platforms and modern engineering capabilities. The organization offers long-term career opportunities, structured growth, and exposure to large-scale technology systems within a regulated financial services environment.
Role Description
The Salesforce and CX Engineering Lead will lead the engineering team responsible for Salesforce and customer experience technology platforms at Kotak Securities. This full-time role is based in Mumbai or Bengaluru and reports to the Head of IT Applications. The ideal candidate will have 10–15 years of experience in software engineering, including strong Salesforce expertise and engineering leadership experience. Key responsibilities include owning Salesforce architecture across Service Cloud and Sales Cloud, managing platform integrations, improving release engineering practices, and driving the development of AI-powered customer service solutions using Salesforce Agentforce. The role also involves overseeing chat, WhatsApp, IVR, telephony, and outbound communication systems, ensuring platform stability, regulatory compliance, and seamless customer interactions. The lead will manage engineering teams, reduce technical debt, drive delivery efficiency, and collaborate with product, operations, risk, and compliance stakeholders.
Qualifications
10–15 years of software engineering experience, including at least 3 years of direct engineering team management.
Deep hands-on expertise in Salesforce Service Cloud, Sales Cloud, Apex, Lightning Web Components (LWC), and Salesforce Flow.
Strong Salesforce architecture experience, including data modeling, security, sharing models, governor limits, bulkification, and asynchronous processing.
Proven experience managing Salesforce release engineering, CI/CD pipelines, sandbox environments, source control, and deployment tools such as Copado or Gearset.
Expertise in Salesforce integrations using REST/SOAP APIs, platform events, middleware, and event-driven architectures.
Hands-on experience with Salesforce Agentforce, AI agents, Prompt Builder, knowledge grounding, and automated customer service workflows.
Experience deploying conversational or agentic AI solutions in production, with measurable containment, deflection, and response quality outcomes.
Strong understanding of contact centre technologies, including IVR, call flow design, skills-based routing, CTI integrations, and CCaaS or cloud telephony platforms.
Experience managing customer communication channels such as web chat, in-app messaging, WhatsApp, email, SMS, and push notifications.
Knowledge of regulatory and compliance requirements, including TRAI, DLT, DND, DPDPA, and SEBI guidelines for customer communications.
Proven ability to lead engineering teams, manage delivery timelines, reduce technical debt, and ensure production stability through monitoring and incident management.
Experience integrating CRM platforms with core transactional systems while ensuring data consistency, reliability, and security.
Strong architectural decision-making, troubleshooting, stakeholder management, and cross-functional collaboration skills.
Prior experience in banking, broking, insurance, or another regulated financial services environment is preferred.
Salesforce certifications such as Platform Developer II, Application Architect, Service Cloud Consultant, or Agentforce Specialist are advantageous.
Experience with Salesforce Marketing Cloud, Data Cloud, lead management platform migrations, and customer journey orchestration is beneficial.
Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.

Work arrangement
No