Genesys support engineer

Job Description

The ideal candidate is a problem-solver with hands-on experience in cloud-based integrations, a customer-centric mindset, and the ability to collaborate across technical and non-technical teams.

• User Onboarding and Configuration: Lead the end-to-end onboarding process for new users in Genesys and Salesforce, including account setup, role-based access configuration, workflow customization, and initial training sessions to ensure quick adoption and productivity.
• System Integration and Maintenance: Design, implement, and maintain integrations between Genesys and Salesforce using APIs, middleware tools (e.g., MuleSoft or Zapier), and automation scripts to synchronize data, routing, and reporting functionalities.
• Technical Support and Troubleshooting: Provide Tier 2 support for integration issues, user queries, and platform errors; diagnose problems using logs, dashboards, and monitoring tools; and escalate complex issues to senior engineering teams as needed.
• Process Optimization: Identify opportunities to streamline onboarding workflows, automate repetitive tasks, and enhance integration reliability; collaborate with stakeholders to gather requirements and implement improvements.
• Documentation and Training: Develop and maintain comprehensive documentation for integrations, onboarding guides, and troubleshooting procedures; conduct training webinars and knowledge-sharing sessions for internal teams and end-users.
• Compliance and Security: Ensure all integrations and onboarding activities adhere to data privacy standards (e.g., GDPR, CCPA) and platform security best practices, including regular audits and access reviews.
• Performance Monitoring: Track system performance metrics, user satisfaction scores, and integration health using analytics tools; generate reports and recommend proactive enhancements.

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).
• Experience:
• 3+ years in IT support, system integration, or CRM/contact center administration.
• Proven hands-on experience with Genesys Cloud CX (or similar contact center platforms) and Salesforce (Service Cloud/Admin certifications preferred).
• Technical Skills:
• Proficiency in API integrations, REST/SOAP services, and tools like Postman or Salesforce Flow.
• Familiarity with scripting languages (e.g., Python, JavaScript) for automation.
• Strong knowledge of database concepts, data mapping, and ETL processes.

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