Jobs at Genesys

Supports ITSM process measurement, improvement, and maturity within ServiceNow. Builds reports, dashboards, scorecards, KPIs, SLAs, and operational metrics; analyzes trends and process gaps; provides recommendations to stakeholders; and supports process documentation, training, adoption, requirements gathering, testing, and platform enhancements across Incident, Request, Knowledge, Problem, and Service Level Management.

Facilitates Scrum and Kanban ceremonies, supports backlog prioritization, removes impediments, coaches Agile teams, and partners with Product Owners and stakeholders. Owns ServiceNow platform reporting, metrics, KPIs, dashboards, executive reports, and ROI measurement. Supports data-driven decision-making, identifies performance issues, and provides Scrum Master coverage across platform streams while collaborating with global teams.

Design, build, and maintain batch and real-time data pipelines; collaborate with architects, product owners, data scientists and analysts to provision and integrate data; ensure pipeline performance, quality, and scalability; enforce engineering best practices (CI/CD, testing, monitoring); mentor other engineers and support cross-team data integrations.

Executes risk-based internal audits focused on IT general controls, cybersecurity, cloud and SaaS environments, AI governance, data privacy, third-party risk, and technology-enabled processes. Evaluates control design and effectiveness, documents workpapers, identifies gaps, drafts findings, tracks remediation, and partners with stakeholders. Uses data analytics, automation, and AI-enabled tools to improve audit planning, testing, monitoring, and reporting while supporting internal audit methodology improvements.

Provide production support and administration for Salesforce Sales Cloud, Service Cloud, and Revenue Cloud. Troubleshoot application, data, user, integration, Apex, Flow, and automation issues; maintain security, workflows, reports, dashboards, and data integrity; collaborate on incidents and releases; document procedures; and improve support processes and AI-enabled workflows.

Leads customer-facing cloud security engagements across APAC, explaining and defending Genesys Cloud’s security, privacy, compliance, and AI-security posture. Responsibilities include security assessments, technical evidence development, architecture reviews, vulnerability and application-security discussions, contractual negotiations, technical workshops, executive briefings, and industry representation. Partners with Sales, Engineering, Product Security, Architecture, Privacy, Compliance, and AI teams while advising enterprise customers, auditors, partners, and executives.

Lead quality engineering for enterprise ServiceNow implementations, upgrades, integrations, and releases. Develop test strategies, plans, data, documentation, and automated regression suites using ServiceNow ATF. Validate functional, integration, security, performance, and end-to-end behavior across ServiceNow modules and external systems. Integrate testing into GitHub workflows and CI/CD pipelines, manage defects, support release readiness, and provide quality metrics. Collaborate with global stakeholders and participate in Agile ceremonies and continuous improvement.

Serve as a functional and technical Workday Financials subject matter expert across implementation enhancements and production support. Configure, test, document, and optimize financial modules; support releases, incident resolution, Accounting Center use cases, business processes, security, reporting, integrations, and SOX compliance. Partner with Finance, Accounting, IT, Product, and global teams to improve automation, data integrity, scalability, and operational efficiency.

Designs and operates enterprise data governance infrastructure across Snowflake and AWS. Responsibilities include RBAC, authentication, masking, row-level security, compliance automation, Terraform provisioning, access workflows, monitoring, SOX evidence, data sharing, Iceberg governance, orchestration, cost optimization, and Snowflake AI/ML governance. The role also supports platform reliability, self-service data access, and scalable identity integration using Okta and SCIM.

Lead design, build, test, deploy and support Workday integrations and reporting across HCM and Financials. Manage integrations (Studio, EIB, RaaS, APIs), develop Advanced/Matrix/BIRT reports and dashboards, enforce governance, support releases, mentor teammates, and collaborate with HR/Finance/IT stakeholders globally.

Build and optimize data pipelines, ETL/ELT processes, data models, analytics solutions, and high-quality models for enterprise customers. Gather requirements, cleanse and validate data, collaborate with data science and engineering teams, visualize findings, support customer implementations, and deliver knowledge transfer. The role requires hands-on cloud application development, Elasticsearch and Kibana expertise, real-time analytics experience, strong communication, and the ability to manage multiple projects independently.

Provide L2/L3 hands-on and remote support across EMEA for hardware, OS, network, collaboration tools and endpoints. Resolve escalated incidents, support onboarding/offboarding and device lifecycle, maintain ServiceNow inventory, guide junior staff, adopt AI-assisted diagnostics, and ensure compliance with SOX/ISO standards while improving SLAs and service quality.

Own the APAC partner marketing strategy and budget, developing joint marketing plans with VARs, TSDs, BPOs, and GSIs. Execute integrated digital, hybrid, and in-person programs that generate demand, create and accelerate pipeline, and support revenue growth. Align Partner Sales and Marketing stakeholders, manage strategic relationships, establish performance metrics, report ROI, and optimize investments across the region.

Design, develop, and operate Genesys Cloud conversational flows, integrations, and automation to improve internal contact center self-service. Build Data Actions and ServiceNow integrations, troubleshoot platform issues, validate deployments, monitor health, document configurations, and deliver sprint-based backlog items under senior guidance.

Produces end-to-end product walkthrough screencasts, UI demonstration videos, workflow tutorials, motion graphics, diagrams, icons, callouts, thumbnails, and branded templates. Partners with curriculum designers and product stakeholders to create accurate, accessible learning content aligned with instructional objectives. Maintains visual consistency, audio and color quality, captions, asset libraries, source files, and version control while applying genAI tools to improve production efficiency.

Delivers and supports Genesys Cloud implementations for enterprise customers and partners. Responsibilities include technical consultation, post-production support, troubleshooting, customer escalations, project execution, testing, documentation, training, status reporting, and operational service management. The consultant collaborates with project teams and customers, manages multiple Agile or Waterfall engagements, maintains billable utilization, follows implementation standards, and recommends process improvements.

Sets technical direction for enterprise AI automation across RPA, Playwright, and agentic AI systems. Owns automation architecture, platform strategy, RPA modernization, migration decisions, engineering standards, reliability patterns, and AI integrations. Builds reusable tooling and CI/CD components, leads architecture reviews, mentors engineers, and serves as the technical escalation point. Uses telemetry to guide prioritization and platform investments while partnering with cross-functional stakeholders on governance and enterprise-scale automation.

Designs, deploys, and supports intelligent automation across IT and business operations. Responsibilities include building Playwright, API-driven, RPA, and AI-agent workflows; maintaining live automations; integrating LLM platforms; analyzing business processes; implementing telemetry, error handling, documentation, and governance; and advancing the organization from legacy RPA toward agentic automation.

Own day-to-day Scrum discipline for one or more platform teams: facilitate sprint ceremonies, remove impediments, maintain Jira/backlog health, track and report delivery metrics, coach teams new to agile, and use AI tools to reduce administrative work.

Leads enterprise data governance and platform operations across Snowflake and AWS. Owns governance architecture, RBAC, compliance automation, SOX controls, metadata and catalog operations, AI/ML data governance, platform cost optimization, and self-service access. Manages and grows a technical governance team, oversees hiring and mentorship, and partners with engineering, security, finance, and business stakeholders to scale secure, compliant, cost-efficient data platforms.