Mgr Customer Support (Salesforce & Genesys Platform Administrator)

Be part of a team that values safety, inclusion, and excellence

We are one of the largest U.S. railroads transporting the nation’s freight across 28 western states and 3 Canadian provinces. As a member of our team, you will play a role in supporting the movement of essential products and materials that help feed, clothe, supply, and power communities throughout America and the world.  

We are committed to a culture where all employees are included, belong, and have equal opportunity to achieve their full potential. Come make a difference with us!

Learn more about BNSF and our Benefits

Job Location: Fort Worth
Other Potential Locations: Fort Worth, TX 
Anticipated Start Date: 12/01/2026
Number of Positions: 1 
Salary Range: $92,000-$120,000

Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

BNSF’s Marketing team serves as a primary contact for all BNSF customers, working to make the shipping experience as easy and seamless as possible. From onboarding new customers to handling rate and service requests to answering billing questions, the Marketing team is focused on building strong customer relationships and ensuring effective communication throughout the shipping process. The team is organized into several critical business units to cater to diverse customer needs and industry demands: Agriculture and Energy, Consumer Products, and Industrial products, alongside specialized units for Customer Support, Forecasting, and Planning. Each of these units plays a role in tailoring our marketing strategies and services to meet the unique requirements of our wide-ranging customer base, ensuring a comprehensive and responsive approach to customer service and engagement.

This is a full-time position located in Fort Worth, TX. For certain positions, including this one, employees can work one day per week remotely.  Our leaders also foster a culture where work life balance, which requires flexibility for when life happens, is important and respected.

BNSF is seeking a highly technical, self-directed Manager Customer Support to administer and enhance the Salesforce and Genesys platforms supporting Customer Support operations.

This hands-on role will translate operational needs into scalable solutions by configuring, troubleshooting, and testing platform capabilities in approved non-production environments. The position will prepare completed solutions and technical documentation for BNSF Technology review and production deployment.

The successful candidate must have hands-on administration and configuration experience, not simply experience using the platforms, and be able to independently drive technical work from requirements through implementation readiness.

DUTIES/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.
  • Perform other duties and responsibilities as assigned in support of Customer Support operations and technology initiatives.

  Solution Development and Technical Ownership

  • 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.

  Production deployments and medium- or high-risk changes will remain subject to bnsf | tech review, approval, and established change-control processes.

BASIC QUALIFICATIONS

• 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.

At BNSF, you will have access to a comprehensive and competitive benefits package including:

• An industry-leading 401(k) and renowned Railroad Retirement program.
• A range of robust health care options for you and your dependents (including domestic partners), including medical, dental, vision, telemedicine, mental health, cancer support, and high-quality care network options.
• Health care spending accounts (HSA) with employer contributions, as well as 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).
• Access to discounts on travel, gym memberships, counseling services and wellness support.
• Annual bonus (Incentive Compensation Program)
• Generous leave / time off policies.
• For more information, visit Benefits.

Please be aware of potential fraud that can occur when searching for new career opportunities.  Please review our FAQ for more information and awareness.

All positions require pre-employment background verification, medical review and pre-employment drug screen. You can find more information by reviewing the Hiring Process.  Federal authority requires BNSF employees, whose work requires unescorted access to secure areas of port facilities, to obtain a TWIC.  More information is available at https://www.tsa.gov/for-industry/twic

BNSF Railway is an Equal Opportunity Employer, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

SF: Internal Posting Only; MO | [[mfield5]] | Marketing | Fort Worth, TX | 76131