Bogota

Integration and Support Specialist

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 repetitiv...