Senior Operations Reliability Engineer IAM

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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Role Overview:

Drive the reliability and resilience of enterprise identity services that enable secure access for a global workforce. This role ensures authentication provisioning and identity lifecycle processes operate seamlessly across critical platforms directly impacting employee productivity and security posture. You will own operational excellence across IAM systems combining deep technical expertise with data-driven insights to reduce friction improve detection accuracy and accelerate resolution.

At Genesys this work supports how organizations connect with their customers through secure uninterrupted access to the tools they rely on every day. You will also gain exposure to advanced automation observability and AI-driven reliability initiatives positioning you for growth into higher-impact engineering roles.

Location: Remote within Canada but ability to work in Eastern Time (ET)

Key Responsibilities:

• Own end-to-end resolution of IAM-related incidents driving rapid recovery and minimizing business disruption

• Monitor and analyze observability and AIOps signals to detect authentication failures provisioning delays and emerging identity risks

• Correlate events across IAM platforms and dependent systems to identify root causes and accelerate incident resolution

• Improve signal quality by refining alert thresholds suppression logic and detection rules to reduce operational noise

• Validate and enhance automated remediation workflows to increase system resilience and reduce manual intervention

• Partner with cross-functional teams to strengthen IAM reliability across cloud network security and endpoint ecosystems

• Ensure accuracy and integrity of identity event data to enable effective monitoring reporting and automation

• Drive continuous improvement by contributing to post-incident analysis and identifying scalable fixes for recurring issues

• Support identity lifecycle processes by resolving failures and optimizing provisioning and deprovisioning workflows

• Contribute to onboarding readiness for new applications by ensuring IAM monitoring and operational requirements are met

Required Qualifications:

• Bachelors degree in Computer Science Engineering IT or equivalent practical experience

• 5 years of experience in IAM operations identity platforms or enterprise IT operations

• Strong written and verbal English communication skills for collaboration in global operational environments

• Strong expertise in IAM concepts including authentication authorization SSO provisioning and identity lifecycle management

• Hands-on experience administering and supporting Okta in enterprise environments

• Working knowledge of Active Directory and Microsoft Entra ID for identity and access operations

• Demonstrated ability to troubleshoot SSO provisioning workflows authentication failures and certificate issues

• Solid understanding of incident management event correlation and troubleshooting methodologies

• Experience working across cross-functional teams in complex operational environments

• Strong analytical and communication skills to translate technical issues into actionable insights

Preferred Qualifications:

• Experience with scripting or automation tools such as PowerShell or REST APIs

• Familiarity with observability platforms AIOps tools and event management systems

• Exposure to automation frameworks and self-healing system design

• Understanding of identity integrations across SaaS platforms and cloud environments

• Interest in advancing skills in automation engineering and proactive reliability practices

Additional Information:

• Working Hours: This role follows local hours of 8 AM 5 PM Eastern Time (ET).
• On-Call Support: Participation in a shared rotational on-call schedule is required.

#LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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 were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process but every application is reviewed by our Talent Acquisition team looking beyond keywords to focus on your experience and potential.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee Cloud is the Agentic Orchestration Platform that securely connects people systems data and AI across the enterprise with built-in governance and control. 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.

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 .

You can expect a response within 2448 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 accommodationsuch as application follow-ups or resume submissionsmay 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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.