Urgent Search 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 This job description is a template for job requisitions please make sure to update according to the position you are hiring for Job title Enterprise Platform Engineer Reports to Richard Garner Location Chennai India remote Summary We are seeking an experienced 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 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 highly complex platform-related issues and work with internal teams and vendors for resolution Provide ongoing guidance to the L2 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 L3 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 Globalscape SFTP Power Automate Power Apps and other enterprise 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 - Work with internal teams to integrate platform tools with other solutions 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 2 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 Figma Lucid Asana Messaging Exchange Mimecast Globalscape is preferred If a Genesys employee referred you please use the link they sent you to apply 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 Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at You can expect a response within 24-48 hours To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending If you have any questions please include them in your email This email is intended to support job seekers requesting accommodations Messages unrelated to accommodation such as application follow-ups or resume submissions 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