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.

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.

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