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.

Sr. Operations Reliability Engineer - IAM
Mexico (Virtual)
Role Overview:
Drive the reliability and resilience of enterprise identity services that enable secure access for a integral 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.
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 rem

📌 Senior Operations Reliability Engineer – IAM (Ciudad de México)
🏢 Genesys
📍 Ciudad de México