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.

Role Summary 

Genesys is looking for an experienced Salesforce support technical resource experienced in supporting Sales and Service modules. This is a very fast paced and highly collaborative environment with many moving pieces. We are looking for a talented Analyst with exceptional skills in customer support who wants to make a difference in the solution. This role will be part of a team working to provide application support and maintenance to CRM users and interface with application development to maintain awareness of new application deployments.

 Job Responsibility

• Provide support to Salesforce CRM users worldwide while working closely with development teams to maintain the operational integrity of production systems
• Configuration and administration of CRM (mainly Salesforce) and integrated applications
• Maintenance and customization users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions
• Perform final Data Mapping and execution of Data import of any approved business requests into CRM
• Create documentation of any business rules/transformations/issues and resolutions
• Perform monitoring of data and system rules to ensure data integrity
• Resolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Identify ticket trends and work towards reducing recurrences
• Identify opportunities to simplify, optimize, and automate business processes

Required skills and experience    

• Bachelor’s Degree with a minimum of 3 years of Salesforce administration, System Support, and/or System Administration
• Strong broad-based understanding of Salesforce CRM applications and its modules.
• Proven ability to manage users, data, and security
• Proven troubleshooting skills including the ability to analyse and resolve difficult problems quickly with keen attention to detail
• Demonstrated proficiency in the use of data management tools such as Data Loader
• Ability to write complex SOQL queries.
• Ability to debug Apex Triggers/Workflow/Flows
• Familiarity with standard business, sales, and finance processes
• Detail-oriented with excellent verbal and written communication skills
• Salesforce Admin certification is a plus
• Should be able to map the business requirement to sales cloud/service cloud features and functionality.
• Very good understanding of cases, quotes, products, opportunities, orders, accounts and contacts in SFDC.
• Should be able to engage cross-functional teams to resolve the issues related to Service/Sales Cloud in Salesforce
• Hands-on experience in reports/dashboards.
• Solid understanding of users, profiles, roles, access and Salesforce security model
• Display in-depth knowledge to support multiple Salesforce products with little to no assistance
• Strong customer service and relationship building skills with a team-player attitude
• Ability to work independently with minimum direction.

#LI-GR1

#LI-Hybrid

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.

Be the one building what's next - where AI, experience and impact come together.

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 reasonable.accommodations@genesys.com.

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.