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.

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.

Genesys Support Engineer

Key skills