Interview with Pankaj Singhal | Engineering Excellence & Transformative Technology

Hello, I’m Pankaj Singhal, a seasoned engineering leader with over 18 years of experience driving innovative solutions and building high-performing global teams. Currently, I serve as Senior Director of Engineering at Salesforce, where I lead the development of a next-generation messaging platform that integrates seamlessly with industry giants like Apple, Meta, and SMS channels.

My focus is on delivering complex engineering solutions, fostering top talent, and ensuring exceptional customer success while staying attuned to emerging technologies. Prior to Salesforce, I was at Uber, where I led the Core Fare platform as an Engineering Manager II. I aligned the team’s charter with business goals, implemented robust solutions, and nurtured engineering talent by coaching and promoting staff engineers.

Before Uber, I spent six impactful years at Amazon. In my role as Software Development Manager, I oversaw the Chargebacks systems in Buyer Risk Prevention, modernizing legacy services with AWS microservices and enhancing onboarding processes. As a Senior Software Engineer in India, I optimized the seller registration experience, ensuring a secure marketplace for customers.

My journey began with hands-on engineering roles at Snapdeal, Microsoft, Adobe, and Aricent, where I gained invaluable expertise in platforms, supply chain, and software tools. I’m passionate about scaling teams, delivering impactful technology, and driving innovation.

My inspiration to pursue innovation in technology comes from the transformative power it holds to solve real-world problems and create meaningful impact. Early in my career, I realized how technology could bridge gaps—whether it was enabling businesses to scale efficiently, enhancing customer experiences, or securing systems against risks. This realization fueled my passion for exploring new ideas and pushing boundaries.

Each role I’ve taken has reinforced this drive. At Amazon, improving seller onboarding processes wasn’t just about coding solutions—it was about empowering small businesses to thrive in a global marketplace while protecting customers. At Uber, leading the Core Fare platform was a chance to enable operational excellence at scale, ensuring the smooth implementation of new solutions. Now at Salesforce, the opportunity to build a next-generation messaging platform excites me because it redefines how businesses connect with customers across the globe.

For me, innovation is about more than new technology—it's about listening to stakeholders, understanding pain points, and designing solutions that drive efficiency and delight users. Seeing the tangible impact of these efforts inspires me to continue innovating, learning, and contributing to the ever-evolving technology landscape.

Salesforce Service Cloud is a powerful platform that helps businesses deliver exceptional customer service across channels like email, chat, phone, and social media. It streamlines case management, automates workflows, and routes issues to the right agents for faster resolution. With AI-powered features like Einstein AI, agents receive predictive recommendations and sentiment analysis to enhance customer satisfaction.

Service Cloud integrates with Salesforce Customer 360, offering a unified view of customer data for personalized support. It also enables self-service through knowledge bases and chatbots, reducing operational workload. Scalable and customizable, Service Cloud is ideal for businesses seeking efficient, omni-channel customer engagement.

To me, innovation means creating meaningful solutions that address real-world challenges while pushing boundaries to improve efficiency and experiences. It’s about reimagining possibilities, leveraging technology creatively, and empowering people and businesses. Innovation isn’t just about new ideas—it’s about impactful execution that drives growth, solves problems, and shapes a better future.

I led the development of a next-generation messaging platform at Salesforce, integrating with Apple, Meta, and SMS channels. This innovation streamlined global business communications, enhanced customer engagement, and improved service delivery. By enabling seamless, scalable, and personalized interactions, it empowered businesses to connect with customers more effectively, driving growth and satisfaction.

The idea emerged from identifying gaps in business communications—fragmented customer engagement across multiple channels. By listening to customer needs and analyzing industry trends, we envisioned a unified messaging platform. Collaboration with teams and leveraging cutting-edge technologies enabled us to create a solution that transformed communication efficiency and personalized customer experiences.

We faced challenges like aligning diverse technologies, managing cross-functional teams, and ensuring seamless integration across global platforms. Overcoming these required fostering collaboration, prioritizing clear communication, and iterative problem-solving. Leveraging expertise across teams, adopting scalable architectures, and maintaining a customer-first mindset allowed us to successfully deliver the innovation on time.

Winning this award reinforces my commitment to driving impactful innovation and excellence in technology. It motivates me to continue pushing boundaries, inspiring teams, and delivering solutions that transform industries. My future goals include leading more groundbreaking projects, mentoring emerging talent, and contributing to advancements that shape the future of customer experience.

My biggest source of support has been my talented, collaborative teams. Their expertise, dedication, and shared vision were instrumental in overcoming challenges. Additionally, guidance from mentors and the encouragement of stakeholders have been crucial in driving innovation and achieving success.

My innovation will shape the future by redefining how businesses engage with customers through seamless, omni-channel communication. It will drive personalized, scalable interactions, enhancing customer experiences and operational efficiency. This evolution will set new standards for customer service and digital transformation in the industry.

I’d advise aspiring innovators to stay curious, embrace failure as a learning opportunity, and focus on solving real-world problems. Collaborate with diverse teams, stay adaptable, and always prioritize customer needs. Consistent dedication, creativity, and resilience are key to making a lasting impact.

I stayed motivated by keeping a clear vision of the impact our innovation would have on customers and the industry. Regularly celebrating small milestones, fostering a collaborative environment, and staying aligned with our team’s goals helped maintain focus and momentum throughout the process.

I hope my innovation enhances how businesses communicate, making interactions more efficient, personalized, and accessible. By improving customer experiences and empowering organizations, I aim to foster stronger connections, drive greater satisfaction, and contribute to a more connected, efficient world.

Successful innovation requires creativity, problem-solving skills, and a deep understanding of customer needs. Adaptability, resilience, and the ability to collaborate across teams are essential for overcoming challenges. A strong vision, combined with a willingness to take calculated risks and iterate, drives meaningful innovation and lasting impact.

Over the next 5-10 years, I see innovation in the tech industry evolving toward greater automation, AI-driven personalization, and seamless integration across platforms. Advances in machine learning, natural language processing, and immersive technologies like AR/VR will redefine customer experiences, making interactions more intuitive, efficient, and personalized.

Additionally, a stronger focus on ethical tech, data privacy, and sustainability will shape the industry's future, fostering trust and responsible innovation. The rise of decentralized technologies and continuous advancements in cloud and edge computing will further drive scalability and accessibility, transforming how businesses operate and interact with customers globally.

I encourage others to embrace curiosity, persist through challenges, and never underestimate the power of collaboration. Innovation begins with understanding the problem and having the courage to experiment. Stay focused on creating value, learn from setbacks, and always strive to make a positive impact on the world around you.