Sr. Salesforce Support Engineer

Job 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.