Technical Support Engineer (Ukraine)

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

YOUR ROLE

Our client is a dynamic technology firm specializing in customer experience solutions, leveraging cutting-edge platforms like Genesys and Salesforce to drive seamless operations and exceptional user experiences.

We are seeking a skilled Integration and Support Specialist to join our team and ensure smooth onboarding and ongoing support for our growing user base. 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.

YOUR TASKS

• 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.
• 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.
• 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.
• Identify opportunities to streamline onboarding workflows, automate repetitive tasks, and enhance integration reliability; collaborate with stakeholders to gather requirements and implement improvements.
• Develop and maintain comprehensive documentation for integrations, onboarding guides, and troubleshooting procedures; conduct training webinars and knowledge-sharing sessions for internal teams and end-users.
• 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.
• Track system performance metrics, user satisfaction scores, and integration health using analytics tools; generate reports and recommend proactive enhancements.
• Ensure availability to work until 19:00/20:00 UA time to maintain sufficient overlap with the client's working hours.
  
  

YOUR PROFILE

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience)
• 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
• Familiarity with scripting languages (e.g., Python, JavaScript) for automation
• Strong knowledge of database concepts, data mapping, and ETL processes
• Excellent communication and interpersonal skills for interacting with users of varying technical levels
• Analytical mindset with a knack for root-cause analysis and creative problem-solving
• Ability to thrive in a fast-paced environment and manage multiple priorities
  
  

Nice To Have

• 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
  
  

What you will love about working here?

• We care about all our employees and want them to feel as comfortable as possible. That's why we offer them health insurance from the first days, regardless of the probationary period.
• The gift from the company - Christmas holidays from 25 December to 31 December.
• Сooperation with Superhumans center and Veteran HUB. Capgemini Engineering has supported the launch of psychological rehabilitation department of Superhumans. Our team also donnated over UAH 500 000 prosthetics for three Ukrainian defenders. Currently, we support psychological counseling provided by the Veteran Hub, and we have implemented a internal policy making the company friendly to military and veterans with the assistance of the Hub.
  
  

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.