Business Applications Support Engineer

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IT
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190000PL Requisition #
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2194 Total Views


Genesys is the global omnichannel customer experience and contact center solution leader. Our customer experience platform and solutions help companies engage effortlessly with their customers, across all touchpoints, channels and interactions to deliver differentiated customer journeys, while maximizing revenue and loyalty. In 2012, the ownership of Genesys transferred from Alcatel-Lucent to a company controlled by the Permira Funds with participation from Technology Crossover Ventures. Today, Genesys operates as a standalone company. We help organizations across all industries define the journeys that matter most to customers by delivering consistent experiences to every touchpoint


Job Title: Business Applications Support Engineer

Location: Chennai


Summary of position:

The Administrator will lead the ongoing development of our salesforce.com and AWS deployment. The successful candidate will have a record of success in improving processes and adoption using the Force.com and AWS platforms. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes including: Fundraising, Marketing, Outreach and our core program business processes. This role is part technical project manager, part administrator and part Salesforce analyst. The Salesforce Administrator will be responsible for the executing on the day-to-day configuration, support, maintenance and improvement of our CRM platform.

 

Key Duties & Responsibilities:

  • Serve as primary system administrator for the Salesforce.com environment with 70K+ users
  • Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
  • Complete regular internal system audits and prepare for upgrades
  • Manage Salesforce.com data feeds and other integrations
  • Coordinate the evaluation, scope and completion of new development requests.
  • Work with our institutional management team to establish suitable processes to support administrative, development, and change management activities
  • Assist in training of new users, and grow the Salesforce.com skill set across the organization
  • Effectively act as the liaison between our users, vendors and the application development teams
  • Work independently with members of the user community to define and document development requirements
  • Identifying appropriate use of AWS operational best practices
  • Estimating AWS costs and identifying operational cost control mechanisms
  • Keep technical documentation up to date
  • Proactively keep up to date on AWS services and developments
  • Create (where appropriate) automation, in order to streamline provisioning and de-provisioning processes
  • Lead certain data/service migration project


Skills Required: 

  • Excellent project management skills and a positive attitude
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
  • Creative and analytical thinker with strong problem-solving skills
  • Must demonstrate exceptional verbal and written communication skills
  • Must demonstrate ability to communicate effectively at all levels of the organization
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
  • Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes
  • Experience provisioning, operating, and maintaining systems running on AWS
  • Capabilities to provide AWS operations and deployment guidance and best practices throughout the lifecycle of a project
  • Experience with application / data migration to/from AWS
  • Experience with NGINX and the HTTP protocol.
  • Experience with configuration and management software such GIT
  • Deployment experience using common AWS technologies like VPC, and regionally distributed EC2 instances, Docker, and more.
  • Detail-oriented, strong work ethic and high standard of excellence
  • Expert in databases like Oracle, SQL Server, MySQL, PostgreSQL and/or MongoDB
  • Experience implementing SOX and HIPAA compliant environments.
  • Deep understanding on Web App servers like Apache/Tomcat, WebLogic, IIS, JBoss.
  • Working experience in at least one programming language like Java, C#, Perl, Python.


Experience Required:

  • Bachelor's Degree or equivalent in Computer Science, Engineering
  • Minimum 4-6 years of IT experience
  • Minimum two years of experience as a Salesforce.com administrator
  • 2+ years of experience in working Azure and AWS cloud platform including IAM, RDS, S3, EC2, Elasticache, Route53, SES, Cloudwatch and more.
  • Saleforce.com Admin (ADM201 and ADM211) certified preferred
  • Sales Cloud, Service Cloud and Developer certifications preferred
  • AWS Certified SysOps Administrator - Associate level or equivalent preferred
  • Proven ability to design and implement new processes and facilitate user adoption.
  • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
  • Strong understanding of Salesforce.com best practices and functionality
  • Strong data management abilities
  • A documented history of successfully driving projects to completion
  • A demonstrated ability to understand and articulate complex requirements
  • Previous experience working in a SCRUM or agile environment preferred

 

About Us:

 

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.

 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

 

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