Why This Job is Featured on The SaaS Jobs
This role sits at the intersection of SaaS availability and the everyday communications layer that most cloud products depend on. Within a large-scale SaaS environment, messaging platforms like Exchange Online and Mimecast are not just internal IT utilities, they are production-grade services that influence identity, security posture, and incident load across the wider estate. The remit’s emphasis on observability and AIOps tuning signals a mature operations function focused on measurable reliability outcomes rather than ticket throughput.
For a long-term SaaS career, the work builds durable strengths in operational excellence: correlating telemetry into actionable signals, reducing alert noise, validating automated remediation, and running post-incident reviews that feed back into platform design. Experience coordinating with security, IAM, network, and ITSM stakeholders maps well to how modern SaaS organizations run shared services at scale, where reliability is a cross-team system rather than a single toolset.
The position is best suited to engineers who prefer deep ownership of a critical service domain and who enjoy structured problem solving under operational constraints, including on-call rotations. It aligns with professionals who want to pair hands-on troubleshooting with continuous improvement through scripting, workflow refinement, and disciplined change practices.
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 – Messaging Platforms
Location: UK
Level: P3 – Career (Professional Track)
Overview
As a Senior Operations Reliability Engineer specializing in Messaging Platforms, you will play a key role in maintaining and improving the reliability, security, and operational maturity of enterprise messaging services.
This role focuses on Microsoft Exchange Online, Exchange On-Premises, and Mimecast, with responsibility for incident resolution, platform stability, observability improvements, and automation validation. Operating as part of the Reliability Operations function, you will help transition messaging services from reactive support to proactive, automation-aware reliability practices.
In addition to hands-on troubleshooting, you will contribute to AIOps tuning, alert noise reduction, workflow automation, and improved signal quality across messaging-related events and telemetry.
Responsibilities
General Reliability Operations
Partner with Cloud, IAM, Security, Network, and ServiceNow teams to improve messaging reliability and governance posture.
Messaging Platform Responsibilities
Troubleshoot complex mail flow, transport rules, DNS, SMTP, hybrid configuration, and authentication-related issues.
Administer and optimize Mimecast policies for spam filtering, malware protection, phishing mitigation, and data protection.
Participate in resilience validation exercises, including failover, hybrid validation, and mail continuity testing.
Automation & AIOps Contributions
Requirements
Strong understanding of mail flow, DNS, SMTP, authentication, and messaging security principles.
Additional Information
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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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