Principal Application Developer – Salesforce CRM

Principal Application Developer

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 Summary

We 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 Responsibilities

• Lead a team of L2/L3 support engineers to support Salesforce CRM applications and related integrations
• Handle end-to-end incident management, including triage, resolution, and escalation
• Act as the primary point of contact for critical incidents (P1/P2) and ensure timely resolution
• Ensure adherence to SLAs and track key support metrics
• Perform root cause analysis (RCA) and drive permanent fixes for recurring issues
• Coordinate with development, QA, and product teams for defect resolution and enhancements
• Support release and deployment activities, including validation and production readiness
• Monitor application performance and proactively identify and address issues
• Maintain knowledge base, SOPs, and support documentation
• Provide regular updates to stakeholders on incidents, risks, and overall system health

Required Skills & Experience

• 10+ years of experience in application support, with at least 4–5 years in Salesforce CRM
• Strong hands-on experience with Salesforce (Sales Cloud / Service Cloud) and Customer/Partner Communities
• Experience or exposure to /CPQ is a strong advantage
• Proven experience leading or mentoring a support team
• Good understanding of ITIL processes (Incident, Problem, Change Management)
• Strong troubleshooting and debugging skills
• Working knowledge of SQL and data analysis
• Experience with integrations (REST/SOAP APIs, middleware)
• Familiarity with ticketing tools such as ServiceNow, Jira, etc.
• Strong communication and stakeholder management skills