Kerja Sepenuh Masa, Principal Engineer – Global CRM Platform di VIPKid Federal Territory - Maukerja

About the Role

We are looking for a senior technical leader to own the architecture and core capabilities of our global education CRM platform. Centered around families, parents, and students, the platform connects the entire customer lifecycle from lead acquisition and sales conversion to payments, learning services, risk intervention, renewal, upsell, and re-engagement.

This role requires both strong system architecture expertise and deep business understanding. You will design cross-system architecture, translate complex business requirements into scalable platform capabilities, and remain hands-on in critical technical implementation. You will be accountable for the long-term evolution, reliability, and scalability of the platform and its core business workflows.

Key Responsibilities

• Own the overall technical architecture, domain model, and evolution roadmap of the CRM platform, defining clear boundaries between CRM and systems including user accounts, courses, orders, payments, entitlements, learning services, customer service, and data platforms.
• Build an education-native customer model centered around family–parent–student relationships, addressing challenges such as customer identity resolution, duplicate leads, household relationships, customer ownership, and data consistency across the customer lifecycle.
• Design and drive the end-to-end customer lifecycle architecture, connecting acquisition, lead management, trial classes, new enrollment, learning services, risk intervention, renewal, upsell, and re-engagement.
• Build configurable workflow and rules capabilities covering lead/customer assignment, customer pools, follow-up tasks, service milestones, SLAs, alerts, handoffs, recycling mechanisms, and operational strategies.
• Own the bi-directional integration between CRM and customer-facing systems, ensuring that critical data—including orders, payments, contracts, courses, entitlements, lesson consumption, and user behavior—is real-time, accurate, and traceable.
• Design a robust permission and access-control framework for complex organizational structures, supporting fine-grained control at the feature, field, and data levels, as well as automated customer ownership and permission transitions following organizational changes.
• Build a global technology foundation supporting multiple countries, languages, time zones, and business lines, with integrations across international calling, SMS, email, WhatsApp, and local payment channels.
• Ensure high availability, performance, idempotency, auditability, data security, privacy protection, graceful degradation, and disaster recovery across mission-critical workflows.
• Establish CRM data standards, event models, metric definitions, and data quality frameworks to provide a reliable foundation for business analytics, intelligent customer assignment, risk prediction, and AI Agent applications.
• Lead key technology decisions and architecture reviews, identify and address technical debt, and develop pragmatic strategies for incremental system refactoring and migration.
• Partner closely with Product, Sales, Operations, Customer Service, Teaching, Payments, Finance, and Data teams to translate complex business requirements into scalable and reusable platform capabilities.
• Remain hands-on in the design and implementation of critical modules and resolution of complex technical issues. Provide technical guidance to engineering teams and drive execution beyond architecture documentation.

Requirements

• Bachelor's degree or above in Computer Science or a related field preferred.
• 8+ years of backend engineering or platform development experience, including at least 3 years in a system architecture, technical leadership, or Staff Engineer-level role for complex business systems.
• Deep experience in at least one of the following areas: CRM, sales operations platforms, customer service systems, order and payment systems, marketing automation, workflow platforms, membership systems, or user growth platforms.
• Strong domain modeling capabilities, with the ability to decompose complex business requirements into well-defined domains, service boundaries, state models, and event models.
• Strong understanding of distributed systems, including transaction consistency, idempotency, reliable messaging, caching, concurrency, failure compensation, auditing, and data migration.
• Hands-on experience designing or building rule engines, workflow engines, task scheduling systems, intelligent assignment systems, permission platforms, or organizational hierarchy systems.
• Strong knowledge of microservices, event-driven architecture, API governance, observability, and high-availability systems, with experience improving the reliability of complex mission-critical platforms.
• Strong data mindset and understanding of customer master data, metric definitions, data lineage, data quality, and real-time/offline data pipelines.
• Strong business abstraction and problem-solving skills, with the ability to work with non-technical stakeholders to identify underlying business problems rather than simply translating UI or field-level requests into technical tasks.
• Strong execution capabilities and willingness to remain hands-on with core code, prototypes, or technical proof-of-concepts while driving cross-functional implementation.

Preferred Qualifications

• Experience in education, internet-based sales, subscription products, or businesses involving long-term customer relationships and services.
• Experience modeling family accounts, parent–student relationships, household structures, or other multi-stakeholder customer relationships.
• Experience implementing or customizing platforms such as Salesforce, Microsoft Dynamics, or HubSpot, combined with experience building proprietary CRM systems.
• Experience architecting order, payment, contract, refund, or entitlement systems.
• Experience with multi-tenant, multi-country, multi-time-zone architectures, or data residency requirements.
• Experience with ABAC, row-level data permissions, dynamic organizational access control, or data masking.
• Experience integrating communication platforms such as WhatsApp, international SMS, outbound calling, and email.
• Experience implementing lead scoring, intelligent customer assignment, churn prediction, service quality monitoring, or AI Agent applications.
• Experience with incremental modernization of large-scale legacy systems and zero-downtime system or data migrations.