Senior Salesforce & AI Ops Analyst, Enterprise Integrations

Genesys; Ciudad de México; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Volunteer time

Well-being resources

August Free Fridays

Regional programs

Descripción de la vacante

Genesys México is hiring a Senior Business Analyst focused on enterprise integrations to strengthen Salesforce capabilities across global teams. You will own production support for Sales Cloud, Service Cloud, and Revenue Cloud, ensuring stable operations, trusted data, and scalable automation across APIs and connected apps.

You will work with cross-functional stakeholders to prevent incidents, drive data quality, and improve platform performance, including AI-enabled workflows and automation

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.
• 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.

Responsabilidades

• 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

Conocimientos

Salesforce Administration

Application Support

Production Support

Business Analysis

Enterprise Technology

SOQL

Data Loader

Apex Debugging

Salesforce Flow

REST APIs

SOAP APIs

Herramientas

SOQL

Data Loader

Apex Debugging

Salesforce Flow

REST APIs

SOAP APIs

Descripción del empleo

Genesys México is hiring a Senior Business Analyst focused on enterprise integrations to strengthen Salesforce capabilities across global teams. You will own production support for Sales Cloud, Service Cloud, and Revenue Cloud, ensuring stable operations, trusted data, and scalable automation across APIs and connected apps.

You will work with cross-functional stakeholders to prevent incidents, drive data quality, and improve platform performance, including AI-enabled workflows and automation