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