Why This Job is Featured on The SaaS Jobs
This Senior Operations Reliability Engineer role sits at a junction that matters in modern SaaS: keeping the internal platforms that product, engineering, and go to market teams rely on available, governed, and observable. In SaaS businesses, tools like Jira, Confluence, and Figma are effectively part of the delivery pipeline, so reliability work here has a direct line to how consistently software can be built and shipped.
The career value is in building a repeatable reliability toolkit for SaaS delivered services, not just infrastructure. Ownership of monitoring signal quality, incident learning loops, and vendor health integration develops judgement around what “good” looks like when uptime depends on third parties, identity systems, and automation. Exposure to AIOps tuning, ServiceNow workflows, and scripted remediation also translates well across SaaS companies standardising on similar operating models.
This position tends to suit someone who prefers operational accountability and enjoys reducing ambiguity through telemetry, runbooks, and automation. It is a strong match for professionals who like being the escalation point, coordinating across IAM, security, and network stakeholders, and improving how work gets done through enterprise tooling rather than building customer facing features.
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.
Senior Operations Reliability Engineer – Enterprise Platforms & Tools
Level: P3 – Career (Professional Track)
Overview
As a Senior Operations Reliability Engineer specializing in Enterprise Platforms and Tools, you will own the operational reliability, health, and lifecycle management of enterprise productivity and collaboration platforms.
This role combines hands-on platform administration with day-to-day operational ownership and governance of enterprise SaaS tools such as Jira, Confluence, Figma, Lucid, and other Saas related platforms.
In addition to serving as a senior escalation point, you will improve monitoring accuracy, reduce alert noise, validate automation workflows, and contribute to AIOps tuning and observability standards. You will help transition enterprise tool operations from reactive issues handling toward proactive, automation-driven reliability practices that improve uptime, user communication, and service maturity.
Responsibilities
General Reliability Operations
Collaborate with Cloud, IAM, Network, Security, and ServiceNow teams to improve enterprise service reliability.
Enterprise Tools Ownership & Operational Management
Own day-to-day operational health and administration of enterprise SaaS platforms (e.g., Jira, Confluence, Figma, Lucid, monitoring tools, and similar productivity platforms).
Enterprise Platform Responsibilities
Support operational reliability of Microsoft Power Platform components (Power Apps, Power Automate, Power BI), including:
Automation & AIOps Contributions
Requirements
Hands-on experience administering enterprise tools such as Jira, Confluence, Figma, Lucid, or similar SaaS platforms. This includes setting up monitoring and event management capabilities to alert for outage or service degradation.
Preferred Qualifications
Additional Information
#LI-MC1
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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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