Sr. Enterprise Platform Engineer

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.

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Job Description

Job Title: Sr. Enterprise Platform Engineer
 

We are seeking an experienced Sr. Enterprise Platform Engineer to manage, maintain, and optimize a suite of enterprise tools and platforms. In addition, act as an escalation point for our Managed Service Provider and implement enhancements and project delivery requests. Responsibilities include managing the administration of critical enterprise tools including Jira, Confluence, SharePoint, Messaging (Exchange/Mimecast), IIS Web Administration, SQL DBA knowledge, Globalscape/SFTP, Power Automate, and other cloud-based applications and optimizing workflows through automation.  This role is central to ensuring seamless connectivity across systems, enhancing productivity, and maintaining the operational integrity of enterprise tools and platforms. 

Key Responsibilities:
 

• Ability to diagnose platform-related issues and work with internal/external teams for resolution.
• Provide ongoing guidance to the Managed Service Provider to solve end user incidents and platform related issues. Conduct knowledge-sharing sessions to the Managed Service Provider.
• Maintain and update SOPs for enterprise tools and platform management.
• Identify and implement process improvements for increased efficiency with the suite of enterprise tools including Jira, Confluence, SharePoint, Messaging (Exchange/Mimecast), IIS Web Administration, SQL DBA knowledge, Globalscape/SFTP, Power Automate, and other cloud-based applications.
• Resolve escalated incidents from the Managed Service Provider and coordinate with third-party vendors when additional support is required.
• Develop and maintain scripts and automation solutions to improve efficiency in tool administration and reoccurring tasks. 
• Collaborate with cross-functional teams to understand requirements and implement improvements for scalable and repeatable processes. 
• Monitor tool usage to help define licensing needs and guide cost optimizations efforts.

Minimum Requirements:
 

• Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent work experience may be considered.
• 3+ years working with enterprise tools and managing complex integrations for large organizations.
• Strong analytical, problem-solving, and documentation skills.
• Excellent communication with the ability to collaborate effectively with technical and non-technical teams to resolve incidents and improve services.
• Demonstrated ability to drive change and implement process improvements.
• Certification with ITIL Foundations or familiarity with ITIL processes and ServiceNow ticket management workflows.
• Ability to work collaboratively in an Agile/DevOps environment.
• Experience with corporate applications such as Jira, Confluence, SharePoint, Messaging (Exchange/Mimecast), Globalscape, Power Automate is preferred.

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About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

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.