Senior Business Analyst - Enterprise Integrations

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. Senior Business Analyst - Enterprise Integrations Mexico Role Overview: This role strengthens the reliability and performance of Genesys enterprise Salesforce capabilities that support teams and business users globally. As a Senior Business Analyst focused on enterprise integrations, you will own critical production support across Salesforce Sales Cloud, Service Cloud, Revenue Cloud, and connected enterprise applications, helping ensure stable operations, trusted data, and effective customer and employee experiences. You will combine deep Salesforce expertise with analytical judgment to resolve complex application, integration, automation, and data issues while identifying opportunities to prevent recurring incidents. You will drive alignment across business stakeholders, development teams, and operational partners to improve platform stability, streamline support processes, and enable scalable enhancements. The role also provides exposure to AI-enabled operations, including agentic AI, copilots, and AI-assisted automation that can improve how enterprise support workflows are delivered. You will influence platform-level improvements, expand your expertise across Salesforce and enterprise integrations, and gain visibility through collaboration on initiatives that affect global business operations.

Own end-to-end production support and administration for Salesforce Sales Cloud, Service Cloud, Revenue Cloud, and related enterprise integrations, driving platform stability and reliable business operations Drive resolution of complex application, data, integration, and user issues by applying structured troubleshooting and root cause analysis to minimize operational disruption Manage Salesforce users, roles, profiles, sharing rules, security, workflows, reports, dashboards, and configurations to maintain secure and scalable CRM operations Strengthen data quality and business confidence by overseeing data imports, validation, integrity monitoring, and issue remediation across Salesforce environments Diagnose complex issues involving Apex, Salesforce Flow, workflows, APIs, integrations, and automation components to improve platform performance and supportability Partner with development teams and cross-functional stakeholders to resolve incidents, support releases, and drive alignment between business needs and technical solutions Identify recurring support patterns and lead process improvement and automation opportunities that increase operational efficiency and reduce avoidable incidents Develop and maintain support documentation, standard operating procedures, and knowledge articles that improve support consistency and accelerate issue resolution Advance AI-enabled operational workflows by supporting agentic AI, copilots, and AI-assisted automation initiatives where they can improve scalability and user experience Required Qualifications: English proficiency at C1 or C2 level 6+ years of experience in Salesforce administration, application support, production support, business analysis, or a closely related enterprise technology role Strong hands-on expertise with Salesforce Sales Cloud, Service Cloud, and Revenue Cloud Strong knowledge of the Salesforce security model, including users, roles, profiles, sharing rules, permissions, and data management Demonstrated expertise in troubleshooting complex application, data, integration, and production issues