Genesys Support Engineer
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Job Description
Integration and Support Specialist focused on onboarding users and troubleshooting integrations for Genesys and Salesforce platforms. Collaborating across teams to enhance platform efficiency and minimize downtime.
Responsibilities:
- 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.
- 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.
- 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.
- Identify opportunities to streamline onboarding workflows, automate repetitive tasks, and enhance integration reliability; collaborate with stakeholders to gather requirements and implement improvements.
- 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.
- 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.
- Track system performance metrics, user satisfaction scores, and integration health using analytics tools; generate reports and recommend proactive enhancements.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent 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).
- 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.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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