Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Job SummaryWe are seeking an experienced Principal Application Developer to lead production support for Salesforce CRM applications. This role involves providing technical leadership to a team of support engineers, ensuring system stability, and delivering reliable support services to business users in a fast-paced environment.Key ResponsibilitiesLead a team of L2/L3 support engineers to support Salesforce CRM applications and related integrationsHandle end-to-end incident management, including triage, resolution, and escalationAct as the primary point of contact for critical incidents (P1/P2) and ensure timely resolutionEnsure adherence to SLAs and track key support metricsPerform root cause analysis (RCA) and drive permanent fixes for recurring issuesCoordinate with development, QA, and product teams for defect resolution and enhancementsSupport release and deployment activities, including validation and production readinessMonitor application performance and proactively identify and address issuesMaintain knowledge base, SOPs, and support documentationProvide regular updates to stakeholders on incidents, risks, and overall system healthRequired Skills & Experience10+ years of experience in application support, with at least 4–5 years in Salesforce CRMStrong hands-on experience with Salesforce (Sales Cloud / Service Cloud) and Customer/Partner CommunitiesExperience or exposure to /CPQ is a strong advantageProven experience leading or mentoring a support teamGood understanding of ITIL processes (Incident, Problem, Change Management)Strong troubleshooting and debugging skillsWorking knowledge of SQL and data analysisExperience with integrations (REST/SOAP APIs, middleware)Familiarity with ticketing tools such as ServiceNow, Jira, etc.Strong communication and stakeholder management skills#LI-GR1#LI-Hybrid#LI-Remote If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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