Mgr Customer Support (Salesforce & Genesys Platform Administrator)

BNSF Railway • Fort Worth, TX

2d • $92,000 - $120,000 • Hybrid

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 role prepares completed solutions and technical documentation for BNSF Technology review and production deployment. Candidates must have hands-on platform administration and configuration experience and be able to independently drive technical work from requirements through implementation readiness.

The position is full-time and based in Fort Worth, Texas. Employees in this role can work remotely one day per week. Production deployments and medium- or high-risk changes are subject to BNSF Technology review, approval, and established change-control processes.

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.
• Health care options for employees and dependents, including domestic partners, with 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.
• Family benefits, including parental, pediatric, and family-building support, adoption and surrogacy reimbursement, and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager