Platform Engineer - Enterprise Tools and Platforms

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.

Job Title

Platform Engineer - Enterprise Tools and Platforms

Location

United States (Remote)

Role Summary

The Platform Engineer - Enterprise Tools and Platforms is an individual contributor responsible for supporting a diverse portfolio of enterprise tools, shared platforms, and SaaS-based applications. This role is well-suited for a technically curious, adaptable engineer who enjoys working across a broad range of technologies rather than specializing in a single platform. The role focuses on day-to-day operational support, incident response, and service request fulfillment while developing skills across multiple enterprise tools and platforms. The position also supports FedRAMP-related operational and compliance requests in partnership with Security and Compliance teams.

Key Responsibilities

Enterprise Tools and Application Support

• Provide operational support for a broad range of enterprise tools and platforms, including SaaS-based applications.

• Support enterprise collaboration, productivity, and workflow tools such as Jira, Confluence, SharePoint, Globalscape, Figma, Miro, Smartsheet, and similar platforms.

• Assist with administrative and operational support for application platforms based on team needs and individual skill development.

• Perform routine administrative tasks such as user access management, configuration updates, and service request fulfillment.

• Monitor platform health and respond to alerts, incidents, and service degradation events.

• Troubleshoot platform and application issues, escalating complex or systemic problems to senior engineers when required.

Incident and Request Management

• Manage incidents, problems, and service requests using ServiceNow, ensuring accurate documentation and timely resolution.

• Participate in incident triage and service restoration activities for Sev 1 and Sev 2 incidents under the guidance of senior engineers.

• Contribute to post-incident reviews by documenting findings, corrective actions, and follow-up tasks.

FedRAMP and Compliance Support

• Support FedRAMP-related operational requests, including evidence gathering, access reviews, configuration validation, and audit support activities.

• Follow established security and compliance procedures when supporting regulated environments.

• Partner with Security, Compliance, and Platform teams to ensure enterprise tools meet FedRAMP operational requirements.

Change and Continuous Improvement

• Support platform changes, upgrades, and configuration updates following established change management processes.

• Maintain and update technical documentation, runbooks, and operational procedures.

• Identify recurring issues and opportunities for process improvement and automation.

Collaboration and Development

• Work closely with Infrastructure, Security, and Service Desk teams.

• Develop foundational expertise across multiple enterprise tools and platforms.

• Participate in training, knowledge sharing, and skills development initiatives.

Required Qualifications

• 2-4 years of experience in IT operations, application support, or platform engineering roles.

• Experience supporting enterprise tools, SaaS applications, or internally hosted platforms in a production environment.

• Familiarity with ServiceNow as an ITSM and ticketing platform.

• Basic understanding of identity, access management, and application security concepts.

• Willingness and ability to learn and support new tools, platforms, and technologies as business needs evolve.

• Strong troubleshooting, documentation, and organizational skills.

• Good written and verbal communication skills.

Preferred Qualifications

• Exposure to enterprise tools such as Jira, Confluence, or similar collaboration and workflow platforms.

• Exposure to database administration concepts or web services administration (e.g., IIS, Apache).

• Basic scripting or automation experience using PowerShell or Python.

• Exposure to FedRAMP, SOC, ISO, or similar regulatory frameworks.

• Experience supporting SaaS platforms and enterprise integrations.

• Experience supporting global users and distributed teams.

Level Expectations

• Builds technical proficiency through hands-on operational support and guided problem-solving.

• Follows established processes while developing independent troubleshooting skills.

• Escalates appropriately and incorporates feedback to improve technical and operational effectiveness.

• Demonstrates growing ownership of assigned platforms and services.

On-Call and Availability Expectations

• Provide on-call and after-hours support, as required, for enterprise tools and applications.

• Support Sev 1 and Sev 2 incidents during nights, weekends, and holidays, as required.

• Participate in incident response, service restoration, and post-incident activities under the guidance of senior engineers.

• Primary working hours are aligned to U.S. Eastern Time, with flexibility required to meet business continuity and operational needs.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

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 reasonable.accommodations@genesys.com.

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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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.