Location: Queretaro Fulltime Permanent Position with HCLTech 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. 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. Qualifications and Requirements 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). Proficiency in API integrations, REST/SOAP services, and tools like Postman or Salesforce Flow. Strong knowledge of database concepts, data mapping, and ETL processes. Preferred Qualifications Salesforce Administrator or Developer certification. Experience with additional tools like AWS, Azure, or integration platforms (e.g., Boomi). Background in customer service operations or B2B SaaS environments. Soft Skills: Strong problem‑solving and team collaboration We offer: Benefits above law (Major and minor medical insurance, saving fund, grocery coupons, 12 days vacations) Convenient office locations Great work environment Flexible dress code #J-18808-Ljbffr