Senior Operations Reliability Engineer - IAM

Genesys; Canada; On-site; CAD 127,000 - 167,000; Full time

Benefits offered by this job

Flexible-first culture

Growth in AI era

Volunteer time & well-being resources

Global recognition

Job summary

Genesys seeks an experienced IAM Engineer to drive authentication, provisioning and identity lifecycle across critical platforms. You will own incident resolution, monitor observability signals, and work with cross-functional teams to enhance IAM reliability in a remote Canada-based role.

You will collaborate globally, support tooling and automation, and contribute to security posture while advancing toward higher-impact reliability engineering opportunities.

Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• 5+ years in IAM operations or enterprise IT operations.
• Proficient in authentication, authorization, SSO, provisioning and lifecycle management.
• Hands-on Okta administration experience in enterprise environments.
• Strong written and verbal English communication for global operations.

Responsibilities

• Own end-to-end IAM incident resolution to minimize disruption.
• Monitor observability signals to detect authentication issues and provisioning delays.
• Correlate events across IAM platforms to identify root causes and speed recovery.
• Improve alert thresholds and detection rules to reduce noise.
• Validate automated remediation workflows to boost resilience.
• Collaborate with cross-functional teams to strengthen IAM reliability.
• Ensure accuracy of identity event data for monitoring and reporting.
• Contribute to post-incident analysis and scalable fixes.
• Support identity lifecycle processes including provisioning/deprovisioning.

Skills

IAM operations

Okta administration

Active Directory

Entra ID

Incident management

SSO

Troubleshooting

Education

Bachelor's degree in CS/Engineering/IT

Tools

PowerShell or REST APIs

Observability/AIOps tools

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Role Overview:

Drive the reliability and resilience of enterprise identity services that enable secure access for a global workforce. This role ensures authentication, provisioning, and identity lifecycle processes operate seamlessly across critical platforms, directly impacting employee productivity and security posture. You will own operational excellence across IAM systems, combining deep technical expertise with data-driven insights to reduce friction, improve detection accuracy, and accelerate resolution. At Genesys, this work supports how organizations connect with their customers through secure, uninterrupted access to the tools they rely on every day. You will also gain exposure to advanced automation, observability, and AI-driven reliability initiatives, positioning you for growth into higher-impact engineering roles.

Location: Remote within Canada but ability to work in Eastern Time (ET).

Key Responsibilities:

• Own end-to-end resolution of IAM-related incidents, driving rapid recovery and minimizing business disruption
• Monitor and analyze observability and AIOps signals to detect authentication failures, provisioning delays, and emerging identity risks
• Correlate events across IAM platforms and dependent systems to identify root causes and accelerate incident resolution
• Improve signal quality by refining alert thresholds, suppression logic, and detection rules to reduce operational noise
• Validate and enhance automated remediation workflows to increase system resilience and reduce manual intervention
• Partner with cross-functional teams to strengthen IAM reliability across cloud, network, security, and endpoint ecosystems
• Ensure accuracy and integrity of identity event data to enable effective monitoring, reporting, and automation
• Drive continuous improvement by contributing to post-incident analysis and identifying scalable fixes for recurring issues
• Support identity lifecycle processes by resolving failures and optimizing provisioning and deprovisioning workflows
• Contribute to onboarding readiness for new applications by ensuring IAM monitoring and operational requirements are met

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, IT, or equivalent practical experience
• 5+ years of experience in IAM operations, identity platforms, or enterprise IT operations
• Strong written and verbal English communication skills for collaboration in global operational environments
• Strong expertise in IAM concepts including authentication, authorization, SSO, provisioning, and identity lifecycle management
• Hands-on experience administering and supporting Okta in enterprise environments
• Working knowledge of Active Directory and Microsoft Entra ID for identity and access operations
• Demonstrated ability to troubleshoot SSO, provisioning workflows, authentication failures, and certificate issues
• Solid understanding of incident management, event correlation, and troubleshooting methodologies
• Experience working across cross-functional teams in complex operational environments
• Strong analytical and communication skills to translate technical issues into actionable insights

Preferred Qualifications:

• Experience with scripting or automation tools such as PowerShell or REST APIs
• Familiarity with observability platforms, AIOps tools, and event management systems
• Exposure to automation frameworks and self-healing system design
• Understanding of identity integrations across SaaS platforms and cloud environments
• Interest in advancing skills in automation engineering and proactive reliability practices

Additional Information:

• Working Hours: This role follows local hours of 8 AM – 5 PM Eastern Time (ET).
• On-Call Support: Participation in a shared, rotational on-call schedule is required.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$92,000.00 - 120,800.00

Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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. Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions.