Sr. Salesforce Support Engineer

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Summary

Genesys is looking for an experienced Salesforce Support technical resource with expertise in supporting Salesforce Sales Cloud Service Cloud and Revenue Cloud applications. This is a fast-paced and highly collaborative environment requiring strong technical troubleshooting customer support and operational skills.

The role will focus on providing production support maintaining system stability supporting business users globally and collaborating with development teams to support ongoing application enhancements and operational excellence.

Key Responsibilities

Provide production support and administration for Salesforce CRM applications and related integrations.

Troubleshoot and resolve application data and user issues in a timely manner.

Configure and maintain Salesforce users roles profiles security workflows reports dashboards and customizations.

Support data management activities including data imports validation and integrity monitoring.

Debug issues related to Apex Flows Workflows integrations and automation components.

Collaborate with development and cross-functional teams to resolve incidents and support releases.

Identify recurring issues and drive process improvements and automation opportunities.

Create and maintain support documentation SOPs and knowledge articles.

Support AI-enabled operational workflows and automation initiatives where applicable.

Required Skills and Experience

6 years of experience in Salesforce Administration Application Support or Production Support.

Strong hands-on experience with Salesforce Sales Cloud Service Cloud and Revenue Cloud.

Good understanding of Salesforce security model users roles profiles sharing rules and data management.

Strong troubleshooting analytical and problem-solving skills.

Experience with SOQL Data Loader Apex debugging Flows and Workflows.

Hands-on experience with Salesforce reports dashboards and CRM processes.

Experience with integrations REST/SOAP APIs and enterprise applications.

Strong communication customer support and stakeholder management skills.

Good understanding of ITIL processes (Incident Problem Change Management) Ability to work independently in a fast-paced support environment. Experience or exposure to Agentic AI AI-driven automation copilots or AI-assisted operational workflows is desirable.

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.