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.
Role Summary
The Staff Platform Engineer – Enterprise Collaboration and Tools is a senior individual contributor responsible for the technical ownership, architectural direction, reliability maturity, and strategic evolution of enterprise collaboration platforms and core enterprise SaaS tools.
This role serves as the enterprise subject matter expert for Microsoft Teams, Zoom, and related collaboration services while also providing senior-level engineering leadership across enterprise productivity platforms including Atlassian, Microsoft Power Platform, and related SaaS ecosystems.
Operating at a P4 Staff level, this role defines platform standards, influences cross-functional architecture decisions, drives automation and reliability improvements, and delivers durable enterprise-scale solutions without direct people management responsibility.
Working Hours
12:00 pm to 9:00 pm IST
Work Location: Preferred Chennai flexible also open for remote
Key Responsibilities – Enterprise Collaboration Platform Ownership
- Own the health, availability, performance, and user experience of Microsoft Teams, Zoom, and enterprise messaging and meeting services.
- Serve as the enterprise technical authority for collaboration capabilities including meetings, chat, voice, presence, and interoperability.
- Define operational standards, service models, governance frameworks, and lifecycle management practices.
- Lead root cause analysis for high-impact service disruptions and implement systemic corrective actions.
- Monitor collaboration quality, adoption, and performance telemetry to proactively improve user experience.
Key Responsibilities – Enterprise SaaS Platforms and Tools Engineering
- Provide senior-level engineering oversight for enterprise SaaS platforms such as Atlassian suite, Figma, Lucid, and Microsoft Power Platform.
- Establish configuration governance standards, tenant optimization practices, and reliability controls.
- Guide licensing governance, usage optimization, and cost efficiency strategies.
- Ensure alignment with identity, access governance, security, and compliance requirements.
- Drive platform maturity toward structured, automation-aware reliability practices.
Architecture and Strategic Influence
- Provide architectural guidance and design oversight for collaboration and enterprise tools ecosystems.
- Define reference architectures, integration standards, and long-term platform roadmaps.
- Evaluate and lead implementation of new platform capabilities and integrations.
- Partner with Network, Security, IAM, Cloud, and Service Management teams to ensure end-to-end service reliability.
- Influence enterprise collaboration and productivity strategy through technical expertise and data-driven recommendations.
Automation and Reliability Engineering
- Identify and implement automation opportunities across provisioning, configuration, monitoring, and reporting.
- Improve monitoring signal quality and reduce operational noise.
- Establish KPIs and dashboards measuring service health, adoption, stability, and operational efficiency.
- Contribute to automation and AIOps initiatives to improve resilience and scalability.
Vendor and Cross-Functional Leadership
- Act as senior technical liaison with Microsoft, Zoom, Atlassian, and other enterprise SaaS vendors.
- Participate in vendor roadmap discussions and service reviews.
- Advise IT leadership and business stakeholders on platform capabilities and investment decisions.
- Mentor engineers supporting collaboration and enterprise SaaS platforms.
Level Expectations – P4 Staff
- Recognized enterprise-wide as a subject matter expert.
- Influences technical direction beyond immediate team boundaries.
- Operates independently with minimal oversight.
- Owns complex, cross-platform problem domains.
- Delivers sustainable architectural and operational improvements.
Required Qualifications
- 8+ years of experience in enterprise IT or SaaS platform engineering roles.
- Deep expertise in Microsoft Teams and Zoom in large enterprise environments.
- Strong experience administering Atlassian suite and Microsoft Power Platform.
- Experience improving monitoring quality and automation workflows.
- Strong understanding of identity, networking, security, and cloud dependencies.
- Excellent analytical and cross-functional communication skills.
Preferred Qualifications
- Experience supporting global enterprise environments.
- Familiarity with ITIL processes and enterprise ITSM platforms.
- Experience with automation tools such as PowerShell or APIs.
- Relevant Microsoft, Zoom, or Atlassian certifications.
On-Call and Availability Expectations
- Participate in a rotational on-call schedule.
- Provide after-hours support for high-impact service disruptions.
- Lead or contribute to post-incident reviews and corrective actions.
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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, visit www.genesys.com.
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