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.

Job Description

Genesys is seeking a highly motivated and experienced Senior Endpoint Engineer to join our dynamic Endpoint team. The ideal candidate will be responsible for the operation, engineering, configuration, support, troubleshooting, and continuous improvement of enterprise endpoint solutions across our global device estate.

This role will work in a global and collaborative team environment with a focus on owning, supporting, and optimizing the technology used across Genesys endpoints, including Windows, macOS, Ubuntu, iOS, and Android devices. The Senior Endpoint Engineer will help ensure secure, reliable, and efficient endpoint management while supporting automation, compliance, global printing, monitoring, Virtual Desktop Environment (VDI), and user experience initiatives.

Job Duties & Responsibilities

As a member of a high-performing team responsible for Genesys' End User Services Device Management Platform, the Senior Endpoint Engineer will help lead, maintain, and continuously improve endpoint management services across the enterprise, including platforms that manage 10k+ devices and hardware platforms.

Responsibilities include:

·   Lead and support the deployment, configuration, administration, and maintenance of endpoint management platforms, including Microsoft Intune, Windows Autopilot, Jamf Pro, Patch My PC, Entra ID, Active Directory, and related endpoint tools.

·   Oversee, own, and continuously improve endpoint configurations in Microsoft Intune and Jamf Pro, including device enrollment, configuration profiles, compliance policies, application deployment, and troubleshooting.

·   Provide advanced Windows device management and operating system troubleshooting, including diagnosing complex endpoint issues, resolving configuration problems, and supporting device lifecycle activities.

·   Own and support daily endpoint monitoring, alerting, troubleshooting, and operational workflows using SolarWinds or similar monitoring platforms.

·   Support and contribute to the design of Virtual Desktop Environment (VDI) solutions, including AWS and Microsoft-based platforms, through administration, image creation and management, troubleshooting, and collaboration on design and support activities.

·   Own and improve global print services, including printer deployment, driver management, print queue support, print troubleshooting, vendor coordination, project execution, and collaboration with IT Services and engineering teams.

·   Lead or drive global endpoint and print-related projects and workstreams, including project planning, coordination, execution, documentation, stakeholder communication, and timely delivery of assigned outcomes.

·   Serve as an endpoint subject matter expert for incidents, service requests, audits, incident response, escalations, and other high-priority activities.

·   Coach and mentor junior team members by sharing knowledge, explaining endpoint-related concepts, and supporting consistent endpoint practices.

·   Drive the adoption and optimization of PC, Virtual Desktop Environment (VDI), mobile, and endpoint management solutions, aligning with organizational goals, IT strategy, and industry best practices.

·   Manage and support endpoint patching for Windows, macOS, Ubuntu, and third-party applications while supporting vulnerability remediation and endpoint availability.

·   Minimize user downtime by continuously improving remote support, provisioning, and reimaging processes.

·   Maintain and improve the company endpoint technology stack, including endpoint security, compliance, monitoring, printing, Virtual Desktop Environment (VDI), and operational tooling.

·   Lead the development and maintenance of endpoint design documentation, user guides, operational procedures, troubleshooting steps, support documentation, and standards.

·   Provide weekly reporting of issues, risks, tasks, project progress, operational health, and endpoint service improvements.

·   Contribute to the design and execution of ITIL-aligned endpoint processes and technology initiatives that leverage data, automation, AI-enabled operational improvements, and proactive support capabilities.

·   Manage and improve the integration of MDM systems with enterprise security, monitoring, reporting, and management tools.

·   Deploy and improve security measures for endpoint devices, including device encryption, secure configuration, access controls, threat detection tooling, least-privilege practices, and Endpoint Privilege Management where applicable.

·   Monitor endpoint compliance with industry regulations and data protection standards related to endpoint devices.

·   Provide senior-level technical expertise in troubleshooting and resolving endpoint, Virtual Desktop Environment (VDI), printing, and device management issues.

·   Proactively identify and implement opportunities to automate manual processes, improve proactive endpoint management capabilities, and deliver value in alignment with overall IT strategy and priorities.

Job Requirements & Qualifications

·   A degree in computer science, information technology, or a related field preferred, or an equivalent combination of education and experience.

·   Fluent English language skills.

·   A minimum of 5 years of experience in IT, with at least 3 years in an endpoint engineering, endpoint administration, desktop engineering, systems administration, or similar role managing endpoints in a corporate environment.

·   Enterprise-level expertise engineering, managing, and supporting endpoint environments across multiple operating systems, including Windows, macOS, Ubuntu, iOS, and Android.

·   Hands-on experience administering and supporting Microsoft Intune, including endpoint configuration, compliance, application deployment, policy management, reporting, and troubleshooting.

·   Hands-on experience administering and supporting Jamf Pro, including macOS device management, configuration profiles, application deployment, reporting, and troubleshooting.

·   Advanced experience with Windows device management and Windows OS troubleshooting in an enterprise environment.

·   Experience with Microsoft Entra ID, Microsoft Active Directory, Windows Autopilot, Group Policy, and endpoint identity/access workflows.

·   Experience with Microsoft BitLocker, FileVault, Jamf/JSS Mac management concepts, endpoint encryption, and endpoint security controls.

·   Daily operational experience administering, supporting, or troubleshooting SolarWinds or similar infrastructure monitoring and alerting platforms.

·   Experience supporting or administering Virtual Desktop Environment (VDI) solutions, including AWS and/or Microsoft-based platforms.

·   Experience supporting enterprise or global print environments, including printer deployment, driver management, print queues, vendor coordination, project execution, and troubleshooting.

·   Practical awareness of AI-enabled IT operations, endpoint analytics, automation workflows, or proactive support capabilities, with the ability to use emerging tools responsibly to improve endpoint support and operational efficiency.

·   Experience with PowerShell or similar scripting to support endpoint administration, troubleshooting, reporting, automation, and repeatable operational processes.

·   Ability to lead and coordinate endpoint-related projects, including planning, ownership of assigned workstreams, collaboration with vendors, and communication with IT Services and engineering teams.

·   Demonstrated knowledge of MDM concepts, device compliance, mobile security, endpoint configuration standards, and compliance frameworks.

·   Ability to adapt to a fast-paced, dynamic environment while staying highly organized, efficient, and current with relevant technologies.

·   Ability to solve complex technical and business problems independently and collaborate with others to achieve positive outcomes.

·   Strong customer service mindset and ability to support users, vendors, and technical teams professionally.

·   Experience supporting endpoint vulnerability remediation efforts and ensuring a high level of endpoint and infrastructure availability.

·   Comfortable documenting processes, technical procedures, troubleshooting steps, design decisions, and operational standards.

·   Able to work effectively and independently under deadlines.

·   A proactive self-starter who actively seeks innovative opportunities to deliver value while ensuring alignment to overall IT strategy and priorities.

·   Expected to participate in extended-hour and weekend support as required for planned maintenance, escalations, mission needs, or emergency response.

·   Available to work until 1:00 PM EST.

Preferred Qualifications

·   Experience with advanced scripting or automation using PowerShell, Bash, Python, Microsoft Graph, Jamf APIs, or similar.

·   Experience automating manual endpoint management tasks to improve future autonomous endpoint operations and proactive support.

·   Hands-on experience with AI-enabled IT operations, endpoint analytics, automation workflows, or proactive support capabilities.

·   Experience with endpoint security tools, compliance reporting, vulnerability management, patch management, least-privilege administration, or Endpoint Privilege Management.

·   Familiarity with software packaging, deployment workflows, and application lifecycle management.

·   Experience working in a global enterprise environment supporting large-scale endpoint fleets.

·   Experience collaborating with global IT Services, engineering teams, and external vendors.

·   Familiarity with cloud-based endpoint services, virtual desktop technologies, and enterprise monitoring platforms.

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Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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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.

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.