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 prospect 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.

📌 Senior Operations Reliability Engineer - IAM (Montreal)
🏢 8110 Canada - Genesys Cloud Services
📍 Montreal