Teams at Vibrant Emotional Health

The Senior Engineer designs, deploys, configures, administers, and supports unified communications systems, including Genesys PureCloud voice, chat, SMS, and video infrastructure. Responsibilities include troubleshooting escalated incidents, monitoring system performance and capacity, coordinating vendors and service providers, managing upgrades and change controls, developing testing scenarios, and ensuring operational readiness for large-scale UC implementations.

Supports enterprise identity and access management operations, including access controls, role-based policies, user lifecycle management, security solution configuration, monitoring, incident investigation, vulnerability assessments, audits, and access request processing. The role works with application owners and leadership to remediate vulnerabilities, maintain IAM standards and baselines, support cloud and directory technologies, and provide end-user assistance while protecting company systems and data.

Supervises Tier 1 and Tier 2 technical support staff in a 24/7 environment. Oversees ticket queues, escalations, SLA adherence, staffing, workload distribution, performance metrics, documentation, and shift coverage. Provides hands-on troubleshooting and collaborates with engineering and product teams on issues and improvements. Coaches team members, identifies training needs, reports support trends, and recommends workflow improvements.