Why This Job is Featured on The SaaS Jobs
Identity and access management sits on the critical path for any modern SaaS platform, and this Operations Reliability Engineer role focuses on keeping that layer dependable. Genesys operates a cloud-based customer experience product, which typically means high availability expectations, global users, and a steady stream of authentication and provisioning events that must be observable and controllable. The remit spans Okta, Active Directory, and Microsoft Entra ID, reflecting the hybrid identity reality many SaaS companies support for both internal workforce access and connected applications.
From a SaaS career perspective, the role builds durable reliability skills around incident response, telemetry-driven troubleshooting, and reducing alert noise, all of which translate across subscription software businesses. The emphasis on event correlation, operational data quality, and validating automated remediation also aligns with how SaaS orgs mature operations as systems scale. Experience gained here tends to transfer into SRE, platform operations, security operations, or identity engineering tracks.
This position fits practitioners who enjoy structured problem solving, clear handoffs, and working across cloud, security, and IT stakeholders to restore service quickly. It is also well matched to engineers who want an operations-centered IAM specialization and are comfortable with rotational on-call and time zone aligned coverage.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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: India
Timezone: 1st shift
Overview
As an 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, 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.
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, Entra ID 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.
Requirements
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.
Additional Information
If a Genesys employee referred you, please use the link they sent you to apply.
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.
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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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
