Resiliency Operations Center Administrator

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.

Position Overview
The ROC Administrator plays a critical role in supporting Genesys' Resiliency Operations Center, ensuring our 24/7/365 Cloud-based services operate seamlessly. This position involves managing and troubleshooting operational resilience components across Business Continuity, Service Availability, and Crisis & Incident Management. By adhering to the Resiliency Operation Center framework, the ROC Administrator helps maintain the reliability and availability of Genesys Cloud services. This role requires expertise in Service Management and DevOps/SRE best practices to improve automation, streamline processes, and enhance overall system resilience.

***This role will be working 1st shift hours and occasional weekend coverage

Key Responsibilities

• System Monitoring and Maintenance: Ensure continuous monitoring and high availability of critical systems and services across Genesys’ infrastructure to support operational resilience.

• Incident Response: Act swiftly to address incidents, identifying root causes, implementing corrective measures, and minimizing disruptions to business operations.

• Technical Support: Provide expert technical support and guidance to internal teams, offering troubleshooting solutions and insight into operational resilience practices.

• Technical Documentation: Maintain comprehensive and accurate documentation of operational processes, procedures, incidents, and resolutions to meet audit requirements and support incident and problem management.

• Automation Development: Create and deploy automation tools and scripts to optimize operational workflows and enhance efficiency in incident response and resolution.

• Continuous Improvement: Identify and implement process improvements in operational resilience tools, technologies, and activities, continually driving operational efficiency.

• Testing and Validation: Conduct periodic tests and validations of disaster recovery and business continuity plans, ensuring readiness and robustness against potential disruptions.

Minimum Qualifications

• Technical Proficiency: Strong understanding of Cloud Technologies with hands-on experience in Windows, Linux, and Kubernetes (K8S) environments.

• Automation and Scripting: Proficiency in at least one scripting language (e.g., PowerShell, Python, Go), with familiarity in Infrastructure-as-Code (IaC) principles.

• Attention to Detail: High attention to detail, with a demonstrated ability to manage multiple priorities and operate in a dynamic, global environment.

• Communication Skills: Excellent verbal and written communication skills, capable of articulating technical concepts to a diverse audience.

• Problem-Solving Abilities: Advanced analytical and problem-solving skills, with a creative, critical-thinking approach to troubleshooting.

• Adaptability: Ability to work independently with minimal supervision, while also thriving in a collaborative team environment.

Preferred Qualifications

• AWS and Cloud Expertise: Hands-on experience with AWS and other Cloud technologies, staying current with the latest technological advancements.

• Process Improvement Enthusiasm: A proactive approach to identifying and implementing improvements in operational resilience processes and technologies.

• Professional Demeanor: Strong work ethic, positive attitude, and a professional approach to managing complex and dynamic tasks.

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.