Staff Platform Engineer – Microsoft 365

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Staff Platform Engineer – Microsoft 365 is responsible for the technical ownership, reliability, and strategic evolution of the Microsoft 365 platform, serving as the primary technical liaison with Microsoft and owning the end-to-end support model for M365 services across the enterprise.

Responsibilities:

• Own the overall health, availability, performance, and security of the Microsoft 365 platform, including but not limited to Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, Intune, and Purview
• Define and maintain operational standards, support models, escalation paths, and runbooks for M365 services
• Act as the highest-level technical escalation point for complex M365 incidents and systemic issues
• Drive root cause analysis for major incidents and ensure sustainable corrective actions are implemented
• Serve as the primary technical owner of the Microsoft relationship for M365
• Manage Premier or Unified Support engagements, support cases, and service reviews with Microsoft
• Stay current on Microsoft roadmap changes and proactively assess impact, risk, and opportunities for the organization
• Influence Microsoft product direction by providing structured feedback based on enterprise usage and requirements
• Provide architectural guidance and design oversight for M365 solutions and integrations
• Lead the evaluation, design, and implementation of new M365 capabilities and features
• Ensure platform designs align with enterprise security, compliance, identity, and data governance standards
• Partner with Security, Compliance, Networking, Endpoint, and Cloud teams to deliver cohesive platform solutions
• Drive automation and infrastructure-as-code practices for M365 administration where applicable
• Identify opportunities to improve platform reliability, scalability, cost optimization, and user experience
• Establish metrics and dashboards to measure platform health, adoption, and operational effectiveness
• Act as a trusted technical advisor to IT leadership, product owners, and business stakeholders on M365 capabilities and constraints
• Provide guidance and mentoring to senior and mid-level engineers supporting the platform
• Contribute to enterprise standards, reference architectures, and technical documentation

Requirements:

• 8+ years of experience in enterprise IT engineering or platform engineering roles
• Deep hands-on expertise with Microsoft 365 services, administration, and troubleshooting in a large enterprise environment
• Strong knowledge of Entra ID (Azure AD), identity federation, conditional access, and modern authentication
• Experience managing Microsoft Unified or Premier Support engagements
• Proven ability to lead through influence and operate effectively as a senior individual contributor
• Strong problem-solving skills with the ability to operate in high-severity incident scenarios
• Excellent written and verbal communication skills
• Microsoft certifications such as Microsoft 365 Enterprise Administrator Expert or equivalent
• Exposure to Microsoft Intune, endpoint management, and device compliance concepts in an enterprise environment
• Familiarity with PowerShell automation and scripting for M365 administration
• Experience supporting regulated or compliance-driven environments (e.g., SOX, SOC, ISO)
• Prior experience operating in a global, 24x7 enterprise environment