Senior Engineer – Salesforce Loyalty Cloud

Senior Engineer – Salesforce Loyalty Cloud - 4 to 10 Years

Location- Any where in South (Preference Chennai)

We are seeking a proactive and technically minded Salesforce Loyalty Application Operations Engineer to support and optimise our Salesforce Loyalty Management (SFLM) platform and wider loyalty ecosystem.

This role is responsible for ensuring the stability, performance, availability, and continuous improvement of the Salesforce Loyalty platform supporting millions of customer loyalty transactions across digital and retail channels. The successful candidate will work closely with Product, Engineering, CRM, Marketing, Data, and Support teams to maintain reliable loyalty operations, resolve production issues, manage releases, and improve customer experience.

This is an operational engineering role requiring a blend of Salesforce Loyalty platform knowledge, application support expertise, incident management, monitoring, data analysis, and continuous improvement skills.

Key Responsibilities

Platform Operations & Support

• Provide Level 2/Level 3 operational support for Salesforce Loyalty Management applications and services
• Monitor platform availability, performance, and transaction processing across loyalty journeys
• Support end-to-end loyalty operations including member enrolment, points accrual, redemption, vouchers, rewards, campaigns, and tier management
• Perform daily operational health checks and ensure platform stability
• Manage operational incidents, service requests, and problem investigations in accordance with agreed SLAs
• Perform root cause analysis and drive permanent resolution of recurring issues
• Participate in on-call support and major incident management processes where required

Monitoring & Observability

• Monitor critical loyalty business flows and integrations using monitoring and observability tools
• Investigate alerts, anomalies, and performance degradation before customer impact occurs
• Build and maintain operational dashboards, reports, and alerting mechanisms
• Support implementation of proactive monitoring and automated recovery processes

Release & Change Management

• Support Salesforce seasonal releases, platform upgrades, and application deployments
• Execute release validation, smoke testing, and post-deployment verification activities
• Coordinate production changes and ensure appropriate governance processes are followed
• Conduct impact assessments for platform and integration changes

Loyalty Operations Administration

• Configure and maintain loyalty programmes, promotions, rewards, campaigns, and member journeys
• Ensure accuracy of loyalty rules, transaction processing logic, and member entitlements
• Manage batch jobs, scheduled processes, and data synchronisation activities
• Support loyalty campaign launches and operational readiness activities

Data & Reconciliation

• Monitor loyalty transaction integrity across Salesforce and connected systems
• Perform data reconciliation between Salesforce, ecommerce, POS, payment, and other downstream systems
• Investigate points discrepancies, missing transactions, and reward fulfilment issues.
• Support data loads, bulk processing, and data quality improvements

Integration & Technical Support

• Support integrations with ecommerce, POS, CRM, marketing, middleware, and external loyalty services
• Analyse API failures, integration issues, and transaction processing exceptions.
• Work with development teams to diagnose and resolve defects
• Support validation of inbound and outbound interfaces and event-driven processes

Continuous Improvement

• Identify opportunities to automate operational activities and reduce manual effort
• Contribute to service improvement initiatives that improve reliability, scalability, and customer experience
• Maintain operational documentation, runbooks, support procedures, and knowledge articles
• Drive improvements in monitoring, alerting, release readiness, and incident prevention

Compliance & Governance

• Ensure compliance with GDPR, security policies, audit requirements, and operational standards
• Maintain appropriate records for incidents, changes, releases, and risk mitigation activities
• Support internal and external audit activities when required

Required Skills

• 3+ years' experience in Application Support, Production Support, CRM Operations, or Salesforce Operations