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.
Overview
As a Senior Operations Reliability Engineer with a specialization in Cloud Infrastructure, you will play a key role in maintaining and improving the reliability, stability, and operational maturity of enterprise cloud and compute environments. This role focuses primarily on AWS infrastructure, with supporting responsibility for Azure and Windows-based systems.
You will lead incident detection, advanced troubleshooting, patching and vulnerability remediation validation, and proactive reliability improvements across AWS services and Windows/Linux compute platforms. In addition to hands-on operational support, you will actively contribute to automation initiatives, AIOps tuning, and the continuous improvement of monitoring, correlation, and signal quality.
This role blends advanced cloud operations with reliability engineering practices, including event correlation, automation validation, telemetry refinement, and support for emerging self-healing capabilities. You will collaborate across Cloud Engineering, Security, IAM, Network, and ServiceNow teams to strengthen operational standards and accelerate automation maturity across the platform.
Responsibilities
General Reliability Operations
Monitor observability, AIOps, and event management platforms to detect anomalies, performance degradation, and emerging risks across AWS and compute systems.
Partner with Cloud Engineering, Security, IAM, and Network teams to mature reliability practices and reduce operational risk.
Cloud & Windows Infrastructure Responsibilities
Troubleshoot advanced AWS operational issues, including EC2 performance anomalies, networking misconfigurations, IAM policy conflicts, storage degradation, and service dependency failures.
Improve tagging compliance, IAM access hygiene, backup validation, and governance posture through operational enforcement and automation.
Participate in readiness planning for new AWS services, infrastructure changes, or architectural updates, ensuring monitoring and operational support models are in place.
Automation & AIOps Contributions
Track and support improvements in MTTR, alert noise reduction, patch compliance, and automation coverage.
Requirements
Strong hands-on experience with AWS services (EC2, VPC, IAM, EBS, S3, CloudWatch, networking).
Strong understanding of cloud governance principles (tagging, IAM access control, backups, cost awareness, compliance).
Motivation to continue developing deeper skills in automation, AIOps, infrastructure-as-code, and cloud reliability engineering.
Additional Information
#LI-GR1
#LI-Remote
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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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