Customer Care
210002BF Requisition #

Job Title: Service Management Administrator

Department: Customer Care Operations


About Genesys:

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.


About Customer Care Operations:

Genesys Customer Care Operations is about enabling our Customer Care organization to be more productive, work more efficiently, and deliver world-class service to Genesys customers. The Customer Care Operations team’s primary job is to enable the Customer Care organization to do their best work and Not be distracted or delayed by problems with tooling, processes, or data. We strive to leverage best of class industry software and technologies to enable intelligent automation and self-service capabilities.



Job Summary

The Service Management Administrator position is responsible for implementation, configuration, administration, and continuous improvement of our Global Customer Care Salesforce instance.  The Service Management Administrator will work with our Customer Care and IT stakeholders to maintain a high degree of interaction, satisfaction, and recommend and implement technical solutions that meet established business objectives.

Major Responsibilities/Activities

  • Leverage knowledge of industry best practices and work with our business functions to uncover opportunities for business improvements through Salesforce enhancements
  • Perform day to day administration of our Salesforce instance with an emphasis on the Service Console, 3rd Party Integrations, workflow/process builder and validation rules, VisualForce pages, as well as Salesforce Communities.
  • Create, maintain, and enhance integrations between Salesforce and other systems such as, but not limited to, Genesys Cloud, JIRA, and ServiceNow
  • Collaborate with other admins, developers, and business analysts in an agile development environment assessing and evaluating new project requests and prioritize
  • Follow industry best practices for administration and usage of the Salesforce platform
  • Build, test, deliver, and provide post-delivery support for solutions that range from small enhancements to large projects
  • Stay up to date with the latest releases, product enhancements, and plugins through self-motivated learning and by attending webinars/training provided by Salesforce
  • Investigate, troubleshoot, and resolve user issues with the Salesforce platform


Minimum Requirements

  • B.S. Degree in CIT, CS, or other related fields or 4 years equivalent experience
  • 3+ years Salesforce administrator and/or Salesforce Business Systems Analyst experience
  • Certified Salesforce Administrator required
  • Certified Salesforce Advanced Administrator is a huge plus
  • Expertise within Service Console and Integrations highly preferred
  • ITIL v3 or higher highly preferred
  • Excellent project management skills
  • Ability to thrive in fast paced environment with attention to detail
  • Excellent oral and written communication skills.
  • Ability to multi-task, prioritize and be detail oriented.
  • Ability to work independently, take initiative, be proactive and resourceful.
  • Creative and critical thinking skills.
  • Flexible and adaptable.

Work Context

  • Communicates regularly with colleagues and management
  • Uses computer frequently
  • Works some nights and weekends



  • Medical, Dental, and Vision Insurance
  • Paid Parental Leave
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance 
  • Infertility treatments


See more Genesys benefits information at  https://mygenesysbenefits.com/



Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 

About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity 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.

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