Senior Endpoint Engineer

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 DescriptionGenesys 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 & ResponsibilitiesAs 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-privil