Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Location: Remote – Brazil
1st shift (9AM – 6PM BRT)
Overview
As a Senior Operations Reliability Engineer with a specialization in Identity and Access Management (IAM), you will play a key role in maintaining the reliability, stability, and operational quality of enterprise identity services while contributing to the broader Reliability Operations function.
You will support incident detection, troubleshooting, and remediation across IAM platforms, with a focus on Okta, Active Directory, Microsoft Entra ID (formerly Azure Active Directory), authentication flows, access provisioning, and identity lifecycle events.
In addition to IAM domain expertise, you will assist in improving monitoring accuracy, reducing alert noise, and enhancing the quality of identity-related operational data used across observability and AIOps platforms. You will participate in automation and AI-readiness efforts by documenting repeated issues, validating automated workflows, and providing operational insights that support engineered fixes and emerging self-healing capabilities.
This role blends advanced incident management with event correlation, automated remediation validation, and the application of IAM-specific knowledge to improve platform reliability and reduce operational friction. You will collaborate across IT to enhance detection accuracy and contribute to long-term automation, observability, and AI-driven reliability initiatives supporting our global workforce.
This role offers strong growth opportunities into automation engineering, advanced reliability engineering, and IAM platform specialization. You will support critical identity infrastructure serving a global workforce, with high visibility and meaningful operational impact.
Responsibilities
General Reliability Operations
Monitor observability, AIOps, and event management platforms to identify anomalies, authentication failures, provisioning delays, and emerging IAM-related incidents.
Collaborate with Cloud, Network, Security, Endpoint, and ServiceNow teams to support incident resolution and improve IAM operational processes.
Assist with access lifecycle, certification, or remediation workflows by troubleshooting failures, validating outcomes, and performing manual intervention when automation isn’t available.
IAM SME Responsibilities
Troubleshoot and resolve IAM-related incidents across authentication, authorization, provisioning, deprovisioning, and access lifecycle workflows.
Analyze logs, events, and telemetry from IAM platforms (e.g., Okta system logs, Microsoft Entra ID (formerly Azure Active Directory) sign-in logs, directory events) to determine service impact and root causes.
Support correlation of IAM events with dependencies across cloud applications, SaaS platforms, endpoints, and network access paths.
Participate in validating IAM automation workflows such as Joiner/Mover/Leaver processes, access provisioning, and deprovisioning flows and apply fixes and minor enhancements to automation or AIOps capabilities.
Requirements
Bachelor’s degree in an IT-related field, Engineering, Computer Science, or equivalent practical experience.
Strong understanding of IAM concepts including authentication, authorization, SSO, provisioning, directory services, and identity lifecycle management.
Experience troubleshooting SSO issues, provisioning workflows, certificates, and authentication failures.
Familiarity with scripting, APIs, or automation concepts (PowerShell, REST APIs, etc.) is a plus and supports future career progression.
Benefits That Support You:
We invest in your well-being, because when you’re at your best, so are the experiences you create.
30 days of paid vacation per year, plus vacation bonus, and all public holidays
Private health insurance
Dental plan
Life insurance
Profit Sharing Plan (PLR), in compliance with the law
Private pension plan
Access to Metalcred employee credit union
Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.
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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:
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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.
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