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 8,000 organizations in over 100 countries – moving AI from possibility to production in real‑world enterprise environments every day.

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.

• 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

• Bachelor’s degree (Licenciatura) in Computer Science, Engineering, IT, or equivalent practical experience
• 5+ years of experience in IAM operations, identity platforms, or enterprise IT operations
• Advanced English proficiency 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  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

• Experience with scripting or automation tools such as Power Shell 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

• Working Hours:
  
  This role follows daytime local hours of 9AM – 6PM CST.
• On‑Call…