Senior Operations Reliability Engineer – Messaging Platforms

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.

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

• Resolve complex messaging-related incidents through advanced troubleshooting and cross-team coordination.
• Serve as a senior escalation point for the team.
• Monitor observability and AIOps platforms to detect anomalies, service degradation, and emerging risks.
• Perform advanced incident triage and event correlation to identify root cause and reduce duplicate or misrouted alerts.
• Validate automated remediation workflows and ensure reliability before broader production rollout.
• Identify recurring operational tasks and translate them into automation or scripting opportunities.
• Improve alert signal quality by tuning thresholds, suppression logic, and correlation rules.
• Lead post-incident reviews, identifying systemic fixes and reliability improvements.
• Ensure messaging telemetry, event data, and service mappings align with monitoring and CMDB standards.
• Partner with Cloud, IAM, Security, Network, and ServiceNow teams to improve messaging reliability and governance posture.

Messaging Platform Responsibilities

• Support the availability, performance, and reliability of Microsoft Exchange Online and Exchange On-Premises environments.
• 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.
• Analyze messaging logs and telemetry to detect trends, abnormal patterns, and systemic weaknesses.
• Support and validate platform changes, upgrades, and configuration updates following change management practices.
• Participate in resilience validation exercises, including failover, hybrid validation, and mail continuity testing.
• Collaborate with Security and Compliance teams on investigations, audit support, and messaging-related security incidents.
• Mentor junior engineers and provide knowledge-sharing related to messaging operations and troubleshooting patterns.

Automation & AIOps Contributions

• Develop and enhance PowerShell scripts to automate repetitive messaging administration tasks.
• Contribute to ServiceNow workflow improvements related to messaging incidents and requests.
• Integrate messaging platform health signals and vendor advisories into AIOps and monitoring systems.
• Tune alerting and anomaly detection models to reduce noise and improve actionable signal quality.
• Support predictive detection efforts by refining telemetry and logging standards.
• Track improvements in MTTR, alert reduction, automation coverage, and service availability.

Requirements

• Bachelor’s degree in Information Technology or related field; equivalent experience considered.
• 5+ years of experience supporting enterprise messaging platforms.
• Strong hands-on experience with Microsoft Exchange Online.
• Strong experience administering or supporting Mimecast or similar email security platforms.
• Strong understanding of mail flow, DNS, SMTP, authentication, and messaging security principles.
• Experience with monitoring, observability, and ITSM platforms (e.g., ServiceNow).
• Proficiency in PowerShell for messaging administration and automation.
• Strong troubleshooting and analytical skills with the ability to interpret messaging logs and telemetry.
• Effective written and verbal communication skills.
• Motivation to deepen expertise in automation, AIOps, and reliability engineering practices.

Additional Information

• On-Call Support: Participation in a shared, rotational on-call schedule is required.

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.