Job Title

Business Systems Lead (Agent and Channel Experience) Affirm Victoria, British Columbia, Canada Overview Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. As a Lead Engineer, you will be an integral member of the Business Systems team within Servicing. You will collaborate with the rest of Business Systems, Engineering, Product, Operations and key stakeholders to craft and deliver technical solutions to business problems and transform the way our Service Agents thrive. We look for candidates who strive for simple, sophisticated solutions and continuously improve both their technical and soft skills. The ideal candidate will demonstrate the ability to work nimbly and efficiently and adapt in a constantly evolving environment. Responsibilities Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success. Set technical strategy for your team on a year-long time scale and align it with critical, business-impacting projects. Collaborate across teams in the product development lifecycle with product management, design and analytics to ensure technical sustainability, understand risks and trade-offs. Act as a force-multiplier for your team through defining and advocating technical solutions and operational processes. Maintain and support the developed integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable seamless Case Creations flows and automation. Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC 2). Collaborate with cross-functional teams (Ops Excellence, Servicing, Product, Security, Engineering) to translate business needs into scalable system solutions. Drive automation and DevOps excellence using the Salesforce DevOps Center and/or GitHub actions. Leverage Lightning Flows, Agentforce and other low-code tools to improve workflows and reduce manual processes. Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations. Oversee JIRA boards for business systems projects, defining requirements, managing sprints and ensuring timely execution. Develop metrics for system observability, availability and performance. Monitor system performance, troubleshoot issues, and drive continuous improvements. Provide training and documentation to ensure high adoption and effective use of business systems. Qualifications 5+ years of experience in Business Systems Engineering, Software or Enterprise Applications, preferably in fintech, SaaS, or high-growth tech. Deep expertise in Salesforce (certifications preferred: Salesforce Admin, Advanced Admin, Platform App Builder, Developer I). Experience implementing and improving Salesforce platform observability and availability best practices. Ability to operate in ambiguity and navigate from low-level language idioms to understanding the architecture of large systems. Growth and impact trajectory showing experience gathering and iterating on feedback from engineering and cross-functional peers. Experience with Salesforce Service Cloud: Case Management, Knowledge Base, Omni-Channel, Service Console configurations. Strong knowledge of Service Cloud features like Skill-Based Routing, Entitlements, and Messaging for In-App and Web (MIAW), Einstein Gen AI for Service. Familiarity with Lightning Web Components, Apex, BuildKite, GitHub and other development/CI/CD tools within Salesforce. Strong data modeling, reporting, and analytics skills; experience with Snowflake for BI. Technical proficiency in Salesforce administration, declarative development (Flows, Process Builder, validation rules, SQL) and basic Apex. Hands-on experience with JIRA, Notion, and Agile methodologies to manage sprints and system projects. Ability to thrive in a fast-paced, high-performance culture with strong execution across priorities. Excellent problem-solving and communication skills, bridging technical and business needs. Location Remote Canada Compensation & Benefits Pay Grade - J; Equity Grade - 4 Affirms compensation reflects a simple, transparent pay structure based on location, experience, and job-related skills. CAN base pay range per year: $102,000 - $142,000. Base pay may be part of a total package including health care, wellness stipends, and benefits. Equity rewards may be offered by Affirm Holdings, Inc. Affirm is remote-first; majority of roles are remote and can be done from anywhere in the country. Some roles may require working from an Affirm office. Benefits highlights include: Health care coverage Affirm covers premiums for you and dependents Flexible Spending Wallets for technology, food, lifestyle needs, and family-forming expenses Paid time off vacation and holidays Employee stock purchase plan (ESPP) We are committed to inclusive hiring and providing accommodations during the hiring process as needed. By clicking 'Submit Application,' you acknowledge Affirm's Global Candidate Privacy Notice and consent to the collection, processing, use, and storage of your personal information as described therein. #J-18808-Ljbffr