Scott Wylie

About Scott Wylie

Experienced Technology Manager, System Architect and team lead with a demonstrated history of working in the financial services industry. Focusing on architecture and management of software development for Salesforce. Skilled in multiple development Microsoft practices include web, WinForms and middle tier services.

Experience

1. Engineering Manager

   DoorDash

   Feb 2022 — Present · Seattle, WA, US

   At DoorDash, I drive impact at an enterprise scale, introducing and driving initiatives like launching Slack Swarming across 17K+ agents to enable over 1 million successful swarms, reducing handle times, and streamlining support collaboration. Optimize and scale the Salesforce platform across our global operations, leading the Support Engineering team, sustaining a 95% project delivery rate on behalf of 8 product and merchant teams.As the Salesforce leader for Support, I’ve sustained delivery quality through org shifts, fostered talent through mentorship and strategic promotion, and strengthened alignment across BizApps, Merchant, and broader XFN teams. Whether tackling complex prioritization or driving CRM based Support solutions and decision frameworks, I focus on solutions that scale and teams that thrive. Architected and scaled Slack Swarming support across 17K+ global agents, facilitating over 1 million successful swarms and contributing to a double-digit reduction in average handle time (AHT). Led enterprise-wide migration to Salesforce Lightning, enabling a 30% increase in agent productivity, and reducing engineering enhancement lead times by 40%. Piloted and deployed WalkMe, streamlining onboarding and guidance for agents and leading to a 15% reduction in training time and improved feature adoption. Expanded leadership across BizApps and Merchant teams during org transformations, sustaining 95%+ project delivery rates and increasing stakeholder alignment. Guided backend platform evolution in Mulesoft and AWS to support WFM and Claims integrations, improving system scalability and reducing incident volume by 20%. Championed promotion pipelines and organized the team’s first post-pandemic offsite, boosting team engagement scores by 18% YoY. Drove strategic prioritization frameworks through Support CRM solutions, improving cross-functional delivery throughput and impact visibility across the enterprise.

Education

• University of Victoria

  Engineering

  1988 — 1990

Skills

• Stored Procedures
• System Architecture
• Vss
• Windows Services
• Enterprise Architecture
• Silverlight
• Winforms
• Visual Studio
• Windows Azure
• Application Architecture
• Asp.net Mvc
• Ado.net
• Agile Methodologies
• Application Lifecycle Management
• Software Development
• Scrum
• Asp
• Microsoft Technologies
• Microsoft Sql Server
• Linq
• Architecture
• Tfs
• Web Services
• Vb.net
• Design Patterns
• Visio
• Asp.net
• Web Applications
• Windows 8
• Soa
• Wpf
• Sdlc
• Xslt
• Rest
• Visual Basic
• Integration
• Windows Mobile Devices
• T-Sql
• Windows Phone
• C#