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.

Sr. Operations Reliability Engineer - IAM
Mexico (Virtual)

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.

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:

• 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 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 daytime local hours of 9 AM – 6 PM CST. 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

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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.