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!

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

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.

• 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.