Operations Reliability Engineer – Enterprise Platforms & Tools

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.

Overview As an Operations Reliability Engineer specializing in Enterprise Tools, you will support the operational reliability, health, and day-to-day administration of enterprise productivity and collaboration platforms. This role combines hands-on platform administration with routine operational support and governance of enterprise SaaS tools such as Jira, Confluence, Figma, Lucid, and other SaaS-related platforms. You will serve as a frontline escalation point, contribute to monitoring accuracy improvements, help reduce alert noise, support validation of automation workflows, and assist with AIOps tuning and observability standards under the guidance of senior team members. You will help the team move enterprise tool operations from reactive issue handling toward proactive, automation-driven reliability practices that improve uptime, user communication, and service maturity.

Responsibilities General Reliability Operations

• Monitor observability and AIOps platforms to detect anomalies, performance degradation, and emerging issues across enterprise systems.
• Perform incident triage and event correlation to help identify root cause and reduce duplicate or misrouted incidents.
• Contribute to post-incident reviews, helping identify systemic fixes and automation opportunities.
• Support validation of automated remediation workflows prior to production adoption.
• Identify recurring manual tasks and flag them for automation or scripted improvement.
• Assist in improving alert signal quality by supporting threshold, suppression logic, and event correlation rule refinements.
• Help ensure platform telemetry, SaaS health signals, and configuration data align with monitoring and CMDB standards.
• Collaborate with Cloud, IAM, Network, Security, and ServiceNow teams to support enterprise service reliability.

Enterprise Tools Support & Operational Management

• Support day-to-day operational health and administration of enterprise SaaS platforms (e.g., Jira, Confluence, Figma, Lucid, monitoring tools, and similar productivity platforms).
• Monitor vendor service health dashboards and help integrate SaaS outage signals into internal observability and AIOps workflows.
• Assist with user-impact communications during enterprise tool outages or service degradations, in partnership with IT Communications and ServiceNow teams.
• Review vendor release notes and roadmap updates; help assess feature changes, security updates, and deprecations.
• Support planning and coordination of feature rollouts, configuration updates, and tenant-level optimizations.
• Provide guidance to end users on new features, configuration changes, and best practices.
• Assist with licensing and usage monitoring for enterprise tools.
• Partner with Security and IAM teams to help maintain access governance and compliance standards.
• Support expansion of monitoring coverage for enterprise tools by helping integrate telemetry and health signals into AIOps platforms.
• Contribute to documentation of operational standards, support models, and escalation paths for owned platforms.

Enterprise Platform Responsibilities

• Help diagnose and remediate integration issues between enterprise platforms and supporting systems.
• Support patching and upgrade activities to help minimize service disruption.
• Participate in resilience validation exercises, including failover and recovery testing.
• Share knowledge with peers and support onboarding of new team members.
• Support operational reliability of Microsoft Power Platform components (Power Apps, Power Automate, Power BI), including: + Monitoring flow failures + Assisting with environment-level troubleshooting + Supporting connector configuration + Assisting with environment governance and data loss prevention policies

Automation & AIOps Contributions

• Develop and maintain automation scripts (PowerShell, Python) under guidance to reduce repetitive operational effort.
• Contribute to ServiceNow and Power Automate workflow improvements tied to enterprise tool incidents.
• Support teams in refining automated remediation logic.
• Help improve enterprise tool signal quality by assisting with integration of vendor health data and usage telemetry into AIOps systems.
• Support tuning of alert correlation and anomaly detection models for enterprise services.
• Help track improvements in MTTR, alert noise reduction, automation coverage, and platform uptime.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field; equivalent experience considered.
• 2-4 years of experience in enterprise platform operations, SaaS administration, or infrastructure support roles.
• Working experience administering enterprise tools such as Jira, Confluence, Figma, Lucid, or similar SaaS platforms.
• Exposure to setting up monitoring and event management capabilities to alert for outage or service degradation.
• Familiarity with SQL Server and IIS/Apache administration is an asset.
• Exposure to SaaS service health monitoring, vendor communications, and feature rollout support.
• Working knowledge of PowerShell or equivalent scripting for automation tasks.
• Foundational understanding of monitoring, observability, and event management practices.
• Familiarity with ITIL principles and ServiceNow workflows.
• Strong troubleshooting and analytical skills.
• Effective communication skills, including communicating user-facing outages or changes.
• Motivation to build expertise in automation, AIOps, and reliability engineering.

Preferred Qualifications

• Administration of Jira and Confluence platforms
• Exposure to integrating SaaS platforms with identity providers (Okta, Entra ID).
• Familiarity with CI/CD pipelines or automation-driven configuration management.
• Exposure to cloud platforms (AWS or Azure).

Additional Information On-Call Support: Participation in a shared, rotational on-call schedule is required.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases
• After interviews are complete, our team will follow up with the final steps Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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.