At a Glance
- Tasks: Build AI-powered experiences and manage enterprise productivity platforms like Jira and Confluence.
- Company: Join Genesys, a leader in AI-driven customer experience solutions.
- Benefits: Enjoy flexible work culture, paid volunteer time, and professional development opportunities.
- Other info: Be part of a globally recognised workplace with excellent career growth potential.
- Why this job: Make a real impact by enhancing operational reliability and user experience with cutting-edge technology.
- Qualifications: 5+ years in SaaS administration and strong troubleshooting skills required.
The predicted salary is between 60000 - 80000 £ per year.
Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. As a Senior Enterprise Tools Engineer specializing in Enterprise Platforms and Tools, you will own the operational reliability, health, and lifecycle management of enterprise productivity and collaboration platforms. This role combines hands-on platform administration with day-to-day operational ownership and governance of enterprise SaaS tools such as Jira, Confluence, Figma, Lucid, and other SaaS related platforms.
In addition to serving as a senior escalation point, you will improve monitoring accuracy, reduce alert noise, validate automation workflows, and contribute to AIOps tuning and observability standards. You will help transition enterprise tool operations from reactive issues handling toward proactive, automation-driven reliability practices that improve uptime, user communication, and service maturity.
Responsibilities- Monitor observability and AIOps platforms to detect anomalies, performance degradation, and emerging issues across enterprise systems.
- Perform advanced incident triage and event correlation to identify root cause and reduce duplicate or misrouted incidents.
- Lead or contribute to post-incident reviews, identifying systemic fixes and automation opportunities.
- Validate automated remediation workflows prior to production adoption.
- Identify recurring manual tasks and translate them into automation requirements or scripted improvements.
- Improve alert signal quality by refining thresholds, suppression logic, and event correlation rules.
- Ensure platform telemetry, SaaS health signals, and configuration data align with monitoring and CMDB standards.
- Collaborate with Cloud, IAM, Network, Security, and ServiceNow teams to improve enterprise service reliability.
- Own day-to-day operational health and administration of enterprise SaaS platforms (e.g., Jira, Confluence, Figma, Lucid, monitoring tools, and similar productivity platforms).
- Monitor vendor service health dashboards and integrate SaaS outage signals into internal observability and AIOps workflows.
- Lead user-impact communications during enterprise tool outages or service degradations in partnership with IT Communications and ServiceNow teams.
- Review vendor release notes and roadmap updates; assess feature changes, security updates, and deprecations.
- Plan and coordinate controlled feature rollouts, configuration updates, and tenant-level optimizations.
- Provide guidance and education to end users on new features, configuration changes, and best practices.
- Manage licensing, usage monitoring, and cost optimization for enterprise tools.
- Partner with Security and IAM teams to ensure access governance and compliance standards are maintained.
- Improve monitoring coverage for enterprise tools by integrating telemetry and health signals into AIOps platforms.
- Document operational standards, support models, and escalation paths for each owned platform.
- Diagnose and remediate integration issues between enterprise platforms and supporting systems.
- Validate patching and upgrade activities to ensure minimal service disruption.
- Participate in resilience validation exercises, including failover and recovery testing.
- Provide mentorship and knowledge-sharing to junior reliability engineers.
- Support operational reliability of Microsoft Power Platform components (Power Apps, Power Automate, Power BI), including:
- Monitoring flow failures
- Troubleshooting environment-level issues
- Supporting connector configuration
- Assisting with environment governance and data loss prevention policies
- Develop and maintain automation scripts (PowerShell, Python) to reduce repetitive operational effort.
- Contribute to ServiceNow and Power Automate workflow improvements tied to enterprise tool incidents.
- Partner with teams to refine automated remediation logic.
- Improve enterprise tool signal quality by integrating vendor health data and usage telemetry into AIOps systems.
- Support tuning of alert correlation and anomaly detection models for enterprise services.
- Track improvements in MTTR, alert noise reduction, automation coverage, and platform uptime.
- Bachelor’s degree in Computer Science, Information Technology, or related field; equivalent experience considered.
- 5+ years of experience in enterprise platform operations, SaaS administration, or infrastructure support roles.
- Hands-on experience administering enterprise tools such as Jira, Confluence, Figma, Lucid, or similar SaaS platforms.
- Experience with SQL Server and IIS/Apache administration is an asset.
- Experience managing SaaS service health, vendor communications, and feature rollouts.
- Proficiency in PowerShell or equivalent scripting for automation tasks.
- Solid understanding of monitoring, observability, and event management practices.
- Familiarity with ITIL principles and ServiceNow workflows.
- Strong troubleshooting and analytical skills.
- Effective communication skills, including experience communicating user-facing outages or changes.
- Motivation to deepen expertise in automation, AIOps, and reliability engineering.
- Experience integrating SaaS platforms with identity providers (Okta, Entra ID).
- Familiarity with CI/CD pipelines or automation-driven configuration management.
- Exposure to cloud platforms (AWS or Azure).
- On-Call Support: Participation in a shared, rotational on-call schedule is required.
Senior Enterprise Tools Engineer employer: Genesys
At Genesys, we pride ourselves on being an exceptional employer, offering a flexible-first culture that empowers our nearly 7,000 global employees to thrive in their roles. With a strong focus on professional growth through mentorship and leadership development, we provide unique benefits such as paid volunteer time and well-being resources, ensuring our team members can recharge and give back. Recognised as a Great Place to Work in 17 countries, we foster an inclusive environment where 94% of our employees take pride in being part of the Genesys family.
