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.

We are seeking an experienced Enterprise Platform Engineer to manage, maintain, and optimize a suite of enterprise tools and platforms.

In addition, act as a level 3 escalation point for our Managed Service Provider and implement enhancements and project delivery requests.

This role is central to ensuring seamless connectivity across systems, enhancing productivity, and maintaining the operational integrity of enterprise tools and platforms.

Key Responsibilities :

- Delivers expert-level administration, customization, and troubleshooting of Jira and Confluence platforms.

- Experience in supporting Microsoft Exchange Online and Exchange Server (2016/2019), with expertise in email flow, routing (MX records), spam filtering, and Microsoft 365 security policies.

- Responsible for the configuration, maintenance, and troubleshooting of IIS and Apache web servers to ensure optimal performance, security, and availability.

- Provides advanced troubleshooting, performance tuning, and high-availability support for SQL Server environments, ensuring database integrity, security, and optimal operation.

- Experience with Power Automate, PowerShell, SharePoint, Globalscape, and Mimecast is considered an asset for supporting automation, collaboration, and secure file/email management workflows.

- 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 :

- This role requires availability to work in alignment with U.S. Eastern Time Zone (7:00 PM 4:00 AM IST).

- Bachelors 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 and DevOps environment.

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.