Integration and Support Specialist (Genesys)
at Capgemini
Posted 5 days ago
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The Integration and Support Specialist bridges the Genesys contact center platform and Salesforce CRM, focusing on onboarding, troubleshooting, and proactive support to maximize platform efficiency. You will lead end-to-end user onboarding, design and maintain integrations via APIs and middleware (e.g., MuleSoft or Zapier), and provide Tier 2 support with data-driven troubleshooting. The role requires hands-on Cloud integration experience, a customer-centric mindset, and collaboration across technical and non-technical teams. You will also document processes and deliver training to ensure quick adoption and sustained performance.
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.
Integration and Support Specialist
The Integration and Support Specialist will play a pivotal role in bridging our Genesys contact center platform and Salesforce CRM ecosystem. This position focuses on facilitating the seamless onboarding of new users, troubleshooting integrations, and providing proactive support to minimize downtime and maximize platform efficiency. The ideal candidate is a problem-solver with hands-on experience in cloud-based integrations, a customer-centric mindset, and the ability to collaborate across technical and non-technical teams.
Key Responsibilities
- User Onboarding and Configuration: 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.
- System Integration and Maintenance: 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.
- Technical Support and Troubleshooting: 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.
- Process Optimization: Identify opportunities to streamline onboarding workflows, automate repetitive tasks, and enhance integration reliability; collaborate with stakeholders to gather requirements and implement improvements.
- Documentation and Training: 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.
- Compliance and Security: 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.
- Performance Monitoring: Track system performance metrics, user satisfaction scores, and integration health using analytics tools; generate reports and recommend proactive enhancements.
Qualifications and Requirements
- Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).
- 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).
- Technical Skills:
- 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.
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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
