Mgr Customer Support (Salesforce & Genesys Platform Administrator)
About The Position
BNSF is seeking a highly technical, self-directed Manager Customer Support to administer and enhance the Salesforce Service Cloud and Genesys platforms supporting Customer Support operations. This hands-on role translates operational needs into scalable solutions by configuring, troubleshooting, and testing platform capabilities in approved non-production environments. The position prepares completed solutions and technical documentation for BNSF Technology review and production deployment. The successful candidate must have hands-on administration and configuration experience and be able to independently drive technical work from requirements through implementation readiness. The role supports case management, interaction routing, IVR, digital channels, agent workflows, reporting, and platform integrations. It also monitors platform health, adoption, license utilization, data quality, routing effectiveness, and operational performance. Production deployments and medium- or high-risk changes remain subject to BNSF Technology review, approval, and established change-control processes. This is a full-time position located in Fort Worth, Texas. Employees in this position can work one day per week remotely. The anticipated start date is December 1, 2026. The salary range is $92,000–$120,000.
Requirements
- Bachelor's degree and/or a minimum of four years' experience in a related marketing or technical field.
- At least three years of hands-on experience administering and configuring Salesforce Service Cloud and Genesys, or similar CRM and telephony platforms.
- Experience building automations, flows, routing, queues, permissions, reports, and data-quality controls.
- Ability to translate business needs into technical solutions and troubleshoot complex platform, data, access, and integration issues.
- Working knowledge of APIs, authentication, testing, release validation, change control, and technical documentation.
- Demonstrated ability to independently prioritize technical work and drive it to completion.
Responsibilities
- Serve as a hands-on business administrator and subject-matter resource for Salesforce Service Cloud and Genesys.
- Configure and maintain users, roles, permissions, queues, skills, routing, page layouts, record types, fields, validation rules, reports, dashboards, and other approved platform components.
- Build and optimize Salesforce Flows and Genesys Architect flows in approved non-production environments.
- Support case management, interaction routing, IVR, digital channels, agent workflows, reporting, and platform integrations.
- Troubleshoot configuration, workflow, routing, access, data-quality, automation, and integration issues.
- Provide general technical support for Contact Center systems, applications, and operational capabilities.
- Monitor platform health, adoption, license utilization, data quality, routing effectiveness, and operational performance.
- Evaluate platform features and recommend improvements that reduce manual effort, simplify agent work, and improve customer experience.
- Gather business requirements and translate them into process flows, user stories, acceptance criteria, configurations, and test cases.
- Develop and validate proposed solutions in development, trial, or sandbox environments.
- Prepare technical documentation, test results, release requirements, and implementation plans for BNSF Technology review and production deployment.
- Lead user-acceptance testing, regression testing, defect validation, and post-implementation verification.
- Maintain an organized backlog of defects, enhancements, technical debt, adoption opportunities, and operational risks.
- Support Salesforce and Genesys integrations, including data flow, screen-pop behavior, interaction records, case creation, and routing.
- Manage functional incidents through resolution while coordinating with BNSF Technology, Information Security, vendors, and business stakeholders.
- Maintain platform documentation, configuration standards, release records, runbooks, and support procedures.
- Provide technical guidance, training, and knowledge transfer to users, leaders, analysts, and backup administrators.
- Perform other duties and responsibilities as assigned in support of Customer Support operations and technology initiatives.
Benefits
- Industry-leading 401(k) and Railroad Retirement program.
- Medical, dental, vision, telemedicine, mental health, cancer support, and care network options.
- Health care spending accounts (HSA) with employer contributions.
- Life and disability insurance provided at no cost.
- Parental, pediatric, and family-building support.
- Adoption and surrogacy reimbursement.
- Dependent care spending account with employer match.
- Discounts on travel, gym memberships, counseling services, and wellness support.
- Annual bonus through the Incentive Compensation Program.
- Generous leave and time-off policies.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
