Senior Enterprise Salesforce & AI Operations Analyst

8145 Mexico - Genesys Telecommunications Laboratories S. de R.L. de C.V.; México; Presencial; MXN 850.000 - 1.100.000; Jornada completa

Descripción de la vacante

Genesys is seeking a Senior Business Analyst for Enterprise Integrations in Mexico. You will own production support for Salesforce Sales, Service, and Revenue Clouds, manage user access and data integrity, and drive cross-functional issue resolution across global teams.

You will apply troubleshooting, REST/SOAP API experience, and ITIL practices to improve platform stability and scalability. Experience with Apex debugging and Salesforce automation is essential.

Formación

• 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.
• Deep knowledge of Salesforce security model: users, roles, profiles, sharing rules, permissions, and data management.
• Troubleshooting complex application, data, integration, and production issues.
• Experience with SOQL, Data Loader, Apex debugging, Salesforce Flow, workflows, reports, and dashboards.

Responsabilidades

• Own end-to-end production support and administration for Salesforce Clouds and related enterprise integrations.
• Drive resolution of complex application, data, integration, and user issues.
• Manage Salesforce users, roles, profiles, sharing rules, security, workflows, reports, and configurations.
• Strengthen data quality by overseeing data imports, validation, integrity monitoring, and remediation.
• Diagnose issues involving Apex, Salesforce Flow, APIs, and automation components to improve performance.
• Collaborate with development teams and stakeholders to resolve incidents and drive alignment.
• Identify recurring support patterns and lead process improvement and automation opportunities.
• Develop and maintain support documentation and knowledge articles.
• Advance AI-enabled operational workflows by supporting agentic AI and automation initiatives.

Conocimientos

Salesforce administration

Application support

Production support

Business analysis

Sales Cloud

SOQL

Apex debugging

REST/SOAP APIs

ITIL

Stakeholder communication

Herramientas

Salesforce Sales Cloud

Salesforce Service Cloud

Salesforce Revenue Cloud

Descripción del empleo

Genesys is seeking a Senior Business Analyst for Enterprise Integrations in Mexico. You will own production support for Salesforce Sales, Service, and Revenue Clouds, manage user access and data integrity, and drive cross-functional issue resolution across global teams.

You will apply troubleshooting, REST/SOAP API experience, and ITIL practices to improve platform stability and scalability. Experience with Apex debugging and Salesforce automation is essential.