Senior Enterprise Tools Engineer

## Senior Enterprise Tools Engineer Apply locations:
United Kingdom:
Northern Ireland time type:
Full time posted on:
Posted Todayjob requisition :
JR111086
** 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*
* ** General Reliability Operations*
* * 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 Service Now teams to improve enterprise service reliability.
** Enterprise Tools Ownership & Operational Management*
* * 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 Service Now 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.
** Enterprise Platform Responsibilities*
* * 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…