# Paul Lo > Contact Experience Engineering @ Affirm Location: San Jose, California, United States Profile: https://flows.cv/paullo As a technical leader in the organization, I have asked myself not only to help business teams and company thrive and scale in a methodical way, but also made sure to empower colleagues and team members that share the same goals to achieve excellent team result fueling a highly creative and collaborative environment. ## Work Experience ### Staff Software Engineer @ Affirm Jan 2021 – Present | San Francisco, California, United States Focus on scaling customer experience, agent experience, operational excellence and customer excellence across all contact channels. ### Sr. Salesforce Technical Architect @ Box Jan 2018 – Jan 2021 | Redwood City, CA Enterprise system architecture and governance oversight with focus in GTM systems and cross system process orchestration and integration implementation and best practices. ### Technical Architecture Manager @ Accenture Jan 2017 – Jan 2018 | El Segundo, CA ### Technical Platform Architect @ iHeartMedia, Inc. Jan 2013 – Jan 2016 | Aliso Viejo, CA Design and migrate legacy systems to Salesforce.com Platform. ### Sr. Software Engineer @ YP Holdings (formerly AT&T Interactive) Jan 2012 – Jan 2013 | Glendale, CA High level architecture and solution design with considerations of best practices in software engineering and SFDC platform specification (e.g. governor limits). Continuously optimize hands-on coding to achieve the highest performance and minimum system resources of existing and new customization. Environment: * High data volume (72 hours worth migration time estimated by Salesforce.com) * Continuous Integration build validation against sandboxes * Source control for all exposed meta-data * Customized force.com migration tool deployment, full meta-data deployment from SVN SFDC Platform, highly customized to fit strategic business needs, including: * Organization - Profiles and roles assessment - Used anonymous script to manage small batch updates and apex jobs - Triggers, asynchronous Apex calls - Managed sharing rules with the ability to defer when necessary - Built consolidated reusable Apex utility libraries - Scheduled and batch apex jobs management (monitoring and analysis) * Service cloud - Email to Case - Email message, standard and customized to send emails with VF templates - Call center integration with 3rd party CTI adapters (e.g. Simplicity, Five9) * Sales Cloud - CustomLead and Campaign applications with Service Cloud Console - Customization on Account, Contact, Lead, Opportunity, Quote and Campaign - Customer Portal for 3rd party sales and marketing partners to access internal assets * Collaboration Cloud - Chatter feeds for internal operation and notification - Automatically assign default groups and follow associated records * Force.com - Customized VF pages and components for view redirects, email templates, sObject page layouts, and user interfaces - Integration through SOAP web services and REST Apex web services ### Software Engineer @ YP Holdings (formerly AT&T Interactive) Jan 2011 – Jan 2012 | Glendale, CA Responsible to analyze, design and implement integration and migration from various systems to SFDC. Projects across Sales, Service, and Collaboration cloud services provided and always stay on top of the API releases. The goal is to consolidate existing systems and databases from different business units into one unified system to deliver higher performance and system stability. Looking to increase thousands of users every year and take advantage of the new features and enhancements, for example, enhance Chatter functions for better collaboration between Sales and Support. ### Software Application Developer @ D-Link Systems, Inc Jan 2008 – Jan 2011 * Built data-driven public website from scratch, including modulated components and supporting libraries in C# and ASP.NET * Rebuilt legacy applications in SalesForce.com using Apex and VisualForce pages, and integration with third party API to the platform * Customization on Sales Cloud, including classes, triggers, and Visualforce pages: - Partner Registration for channel sales, including using public sites and partner registration conversion to Accounts and Contacts - Partner Portal for channel partners, including integrating the portal with a 3rd party Rewards program and internal certification exams - Scheduled Apex to check partner registration status and send reminders if necessary - Customization on Service Cloud: - Custom call center console with pure Apex and Visualforce page connecting Cases, Incidents, Assets, Articles, Attachments, and Email Messages - Configure and customize Email cases flow - Call center portal for external call agents with Sites for necessary objects and custom call center console access - Public Knowledge Site for FAQ public access - Product Registration public site with product registration functionality, in multiple steps and processes. Product Registration form can also be displayed in multiple language - Timer custom button on help desk cases standard page which the agent can log the time and the manager can measure the performance ### Software Engineer @ Spencer Industry Jan 2006 – Jan 2008 * Designed, analyzed and implemented web-based internal ERP applications with .NET Framework 2.0 and Microsoft SQLServer 2005 * Implemented web services and integrate with third party API to automate accounting and EDI processes * Implemented web-based inventory and barcode systems * Enhanced legacy applications written in ASP ### Programmer @ Freedom Insurance Services Jan 2005 – Jan 2006 Designed and implemented public servicing web site using back end quoting engine to automate insurance quoting process with .NET Framework 2.0 and Microsoft SQLServer 2005 ## Education ### Bachelor of Science in Computer Science California State Polytechnic University-Pomona ## Contact & Social - LinkedIn: https://linkedin.com/in/paul-lo-5385644 --- Source: https://flows.cv/paullo JSON Resume: https://flows.cv/paullo/resume.json Last updated: 2026-04-12