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.

Senior Business Analyst - Enterprise Integrations
Mexico

Role Overview:
This role strengthens the reliability and performance of Genesys enterprise Salesforce capabilities that support teams and business users globally. As a Senior Business Analyst focused on enterprise integrations, you will own critical production support across Salesforce Sales Cloud, Service Cloud, Revenue Cloud, and connected enterprise applications, helping ensure stable operations, trusted data, and effective customer and employee experiences.

You will combine deep Salesforce expertise with analytical judgment to resolve complex application, integration, automation, and data issues while identifying opportunities to prevent recurring incidents. You will drive alignment across business stakeholders, development teams, and operational partners to improve platform stability, streamline support processes, and enable scalable enhancements.

The role also provides exposure to AI-enabled operations, including agentic AI, copilots, and AI-assisted automation that can improve how enterprise support workflows are delivered. You will influence platform-level improvements, expand your expertise across Salesforce and enterprise integrations, and gain visibility through collaboration on initiatives that affect global business operations.

Key Responsibilities:

• Own end-to-end production support and administration for Salesforce Sales Cloud, Service Cloud, Revenue Cloud, and related enterprise integrations, driving platform stability and reliable business operations
• Drive resolution of complex application, data, integration, and user issues by applying structured troubleshooting and root cause analysis to minimize operational disruption
• Manage Salesforce users, roles, profiles, sharing rules, security, workflows, reports, dashboards, and configurations to maintain secure and scalable CRM operations
• Strengthen data quality and business confidence by overseeing data imports, validation, integrity monitoring, and issue remediation across Salesforce environments
• Diagnose complex issues involving Apex, Salesforce Flow, workflows, APIs, integrations, and automation components to improve platform performance and supportability
• Partner with development teams and cross-functional stakeholders to resolve incidents, support releases, and drive alignment between business needs and technical solutions
• Identify recurring support patterns and lead process improvement and automation opportunities that increase operational efficiency and reduce avoidable incidents
• Develop and maintain support documentation, standard operating procedures, and knowledge articles that improve support consistency and accelerate issue resolution
• Advance AI-enabled operational workflows by supporting agentic AI, copilots, and AI-assisted automation initiatives where they can improve scalability and user experience

Required Qualifications:

• English proficiency at C1 or C2 level
• 6+ years of experience in Salesforce administration, application support, production support, business analysis, or a closely related enterprise technology role
• Strong hands-on expertise with Salesforce Sales Cloud, Service Cloud, and Revenue Cloud
• Strong knowledge of the Salesforce security model, including users, roles, profiles, sharing rules, permissions, and data management
• Demonstrated expertise in troubleshooting complex application, data, integration, and production issues
• Hands-on experience with SOQL, Data Loader, Apex debugging, Salesforce Flow, workflows, reports, and dashboards
• Strong background in Salesforce CRM processes and enterprise integrations using REST and SOAP APIs
• Demonstrated ability to communicate effectively with business users, technical teams, and cross-functional stakeholders in a global support environment
• Good understanding of ITIL practices, including Incident, Problem, and Change Management
• Proven ability to work independently, exercise sound judgment, and manage priorities in a dynamic production support environment

Preferred Qualifications:

• Experience or exposure to agentic AI, AI-driven automation, copilots, or AI-assisted operational workflows
• Experience identifying automation opportunities that improve enterprise application support and operational efficiency
• Exposure to supporting complex Salesforce environments integrated with multiple enterprise applications

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

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 [email protected].

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.