Senior Business Analyst - Enterprise Integrations

Genesys; Mexico; On-site; MXN 900,000 - 1,350,000; Full time

Benefits offered by this job

AI at enterprise scale

Flexible-first culture

Growth in the AI era

Time to recharge and give back

Regional wellbeing programs

Job summary

Genesys in Mexico is seeking a Senior Business Analyst focused on enterprise integrations to own production support for Salesforce Sales Cloud, Service Cloud and Revenue Cloud, ensuring stable operations and trusted data across global teams.

You will combine Salesforce expertise with analytic rigor to resolve complex issues, drive improvements, and partner with developers and stakeholders to implement scalable solutions, including AI-enabled workflows.

Qualifications

• 6+ years of experience in Salesforce administration, application support, production support, or a related enterprise technology role.
• Strong hands-on expertise with Salesforce Sales Cloud, Service Cloud, and Revenue Cloud.
• Experience troubleshooting complex application, data, and integration issues.
• Proven ability to communicate with business users and cross-functional teams.

Responsibilities

• Own end-to-end production support and administration for Salesforce products and enterprise integrations.
• Drive resolution of complex issues using structured troubleshooting and root cause analysis.
• Manage Salesforce users, roles, security, and configurations to keep CRM operations secure.
• Oversee data imports, validation, integrity monitoring, and issue remediation across Salesforce environments.
• Diagnose issues involving Apex, Salesforce Flow, REST and SOAP APIs to improve performance.
• Partner with development teams to resolve incidents and support releases.
• Identify automation opportunities to increase efficiency and reduce incidents.
• Develop and maintain support documentation and knowledge articles.
• Advance AI-enabled operational workflows within enterprise integrations.

Skills

Salesforce experience

Enterprise integrations

Production support

Stakeholder communication

ITIL familiarity

Tools

SOQL

Data Loader

Apex debugging

Salesforce Flow

REST APIs

SOAP APIs

Job description

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.

Be the one building what's next - where AI, experience and impact come together.

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 www.genesys.ai.

Reasonable Accommodations

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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.