Operations Reliability Engineer – Enterprise Platforms & Tools

Job description

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 platfor