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 8,000 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 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 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, here's 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, you'll 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 we're 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 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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 www.genesys.ai. 

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 [email protected].

You can expect a response within 24–48 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 accommodation—such as application follow-ups or resume submissions—may 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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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