Staff Enterprise Support 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.

The Genesys Staff Enterprise Support Engineer is part of a dedicated team of Product Support professionals responsible for the technical analysis and resolution of complex issues reported by Genesys’ Customers.

As a Staff Enterprise Support Engineer, you will solve highly complex technical and application-related inquiries for Genesys’ highest-value customers. Our Staff Enterprise Support Engineers focus on building productive long-term relationships with strategic enterprise accounts. This is accomplished via personal interaction, conference calls, customer/partner presentations, case updates, and other forms of communication. 

Major Responsibilities/Activities 

• Troubleshooting software application issues to determine technical root causes and propose remedies, escalating when necessary.  

• Owning issues for our highest value customers from initial report to resolution, communicating with customers regularly regarding issue status 

• Monitoring and steering cases for your assigned client(s) that are being worked by other analysts in other PSGs  

• Attending and at times, coordinating bi-weekly calls with Genesys’ top enterprise clients to review open Support tickets, aligning on any changes in priority, and providing guidance on the next steps and timing 

• Collaborate with other key Customer Success & Services team members to align on priority levels 

• Act as the Genesys Subject Matter Expert during critical technical issues by leading customer call bridges to drive resolution 

• Own relationships with technical counterparts within enterprise customers’ and partners’ organizations 

• Ad hoc project work: e.g. working with our Documentation team to create troubleshooting guides 

• Collaborate with other Support Analysts and Support Engineers to identify high-priority issues and engage the Product Management and Software Engineering teams to implement a resolution 

Minimum Requirements 

• Technical expertise developed through work experience or through earning a Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline 

• 3+ years of engineer experience supporting Genesys products  

• Proven excellence with customer-facing activities; must have a passion for customer satisfaction and managing customer needs and expectations 

• Ability to command a room during a critical technical situation 

• Excellent communication and presentation skills 

• Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues

• Possesses demonstrated leadership qualities and self-sufficiency

• Microsoft Office skills (e.g. Word, Excel, PowerPoint and Outlook).  

• Knowledge of Voice over IP (VoIP), telephony, and related technical terminology.  

• Complex problem-solving and analytical skills.  

• Ability to present complex information in a clear, concise manner.  

• Ability to work in a team environment.  

• Ability to multi-task, prioritize, and be detail-oriented.  

• Ability to take initiative and be proactive.  

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, visit www.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.

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.