Engineer Intern, Development Support

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. Overview: The Dev Support team leads from a crucial position within the Genesys Cloud R&D organization.   As the technical escalation point for all L3/L4 equivalent engineering support requests, we are positioned strategically with a unique insight into the usage, performance and availability of the platform and individual services which comprise our product and services provided to other product lines.  We collect and correlate data from multiple reporting streams and customer trouble reports into metrics and action plans designed to highlight soft spots and speed issue mitigation. Bug isolation, identification, and correction Self Service/automation identification and development Abusive access/Bad actor management Role: Responsible for product engineering, platform subject matter expertise and advocacy within their assigned taxonomy domain, encompassing our Analytics, Workforce Engagement and Workforce Management teams. The role serves works to solve complex product and service/platform issues within their given domain as part of a dynamic team in a very technologically demanding environment. A high degree of initiative and empathy is required with customers, support channels, R&D service teams, Product Managers and peer team members. Major Responsibilities/Activities: Serve as a technical/consultative escalation point to support channels and within their team for Bug mitigation, Platform issues and advanced micro-service knowledge.  Partner with Dev Support Automation/Development engineers to identify and drive support automation efforts. Partner with R&D service teams from their assigned technical domain to provide continuous free flowing communications and improvements in issue/bug resolutions Provide feedback loop to testing teams within their assigned technical domain to prevent future code defect escapes to production Provide training and education within their assigned technical domain to their support channels and within their teams Serve as a technical advisor on complex issues to support channel and Development Support engineers within a given technical domain Keeps current on general platform/architecture across the Genesys Cloud product line, associated AWS hosted services, and related hybrid solutions for all Genesys Products Documentation of troubleshooting steps and tasks associated with their assigned technical domain Minimum Requirements: A passion for customer satisfaction, and have the ability to manage customer’s needs and expectations Microservice architecture experience a plus Excellent communication and presentation skills Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues Possesses demonstrated leadership qualities and self-sufficiency Proven ability to meet critical customer deadlines Experience coding in a modern programming language a plus, extensive scripting or defined plan to learn a programming language desired                       If a Genesys employee referred you, please use the link they sent you to apply. 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.