Why This Job is Featured on The SaaS Jobs
This Principal Application Developer role sits at a common SaaS inflection point where revenue and service operations depend on a reliable CRM layer. With Genesys Cloud positioned as an experience orchestration platform, Salesforce becomes a core system of record that must stay stable while supporting integrations, releases, and business change, making production support a strategic function rather than a back-office queue.
For a SaaS career, the standout value is end-to-end ownership of operational health across incident, problem, and change management. Leading L2 and L3 support, driving root-cause analysis, and coordinating with product and engineering builds a strong foundation in SaaS reliability practices, stakeholder communication, and measurable service performance. Experience spanning Sales Cloud, Service Cloud, communities, APIs, and data analysis also transfers well to other SaaS environments where customer lifecycle tooling and integrations define scale.
This position suits senior practitioners who prefer structured operational leadership and hands-on troubleshooting over purely feature delivery. It will fit someone comfortable being the escalation point for critical issues, translating business impact into technical priorities, and improving recurring failure modes through permanent fixes and better runbooks. It also aligns with professionals who enjoy mentoring and setting support standards across a distributed enterprise setup.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
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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.
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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.
