Operations Reliability Engineer – Enterprise Platforms and Tools

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.

Operations Reliability Engineer – Enterprise Platforms and Tools 

Location: Hungary

Working Hours: 9:00 am - 6:00 pm CET

Overview 

As an Operations Reliability Engineer specializing in Enterprise Platforms & Tools, you will support the day-to-day operational reliability, performance, and lifecycle management of enterprise SaaS platforms. 

This role focuses on administration and monitoring of tools such as Atlassian, Figma, Lucid, and Microsoft Power Platform (Power Apps, Power Automate, Power BI). You will assist in incident detection, service health monitoring, user-impact communication, and operational improvements across enterprise productivity systems. 

In addition to platform administration, you will contribute to improving monitoring accuracy, validating automation workflows, and supporting early AIOps initiatives. This role helps transition enterprise tool operations from reactive issue resolution toward more structured, automation-aware reliability practices. 

Responsibilities 

General Reliability Operations 

• Monitor enterprise tool health dashboards and observability platforms to detect service degradations and emerging issues. 

• Resolve enterprise SaaS-related incidents through hands-on troubleshooting, escalating complex issues when necessary. 

• Perform basic incident triage and correlation to determine probable cause and appropriate routing. 

• Validate automated workflows and identify recurring manual tasks suitable for future automation. 

• Contribute documentation for runbooks, troubleshooting guides, and support procedures. 

• Support user-impact communications during outages or service disruptions in coordination with ServiceNow and IT communications teams. 

• Assist in reducing alert noise by identifying duplicate or low-value alerts. 

• Collaborate with IAM, Cloud, Security, and ServiceNow teams to support operational improvements. 

• Ensure tool configuration and usage data aligns with monitoring and governance standards. 

Enterprise Tools & Power Platform Responsibilities 

• Support day-to-day administration of enterprise SaaS platforms (e.g., Atlassian suite, Figma, Lucid, and related tools). 

• Monitor vendor service health portals and report relevant service advisories. 

• Assist with feature rollouts, configuration updates, and tenant-level optimizations. 

• Review vendor release notes and document relevant changes impacting users. 

• Support licensing administration, usage tracking, and cost awareness activities. 

• Assist in managing access governance in partnership with IAM teams. 

• Provide user education and basic guidance for new features and platform changes. 

• Support operational reliability of Microsoft Power Platform components (Power Apps, Power Automate, Power BI), including: 

• Monitoring flow failures 

• Troubleshooting environment-level issues 

• Supporting connector configuration 

• Assisting with environment governance and data loss prevention policies 

• Maintain dashboards and basic monitoring for enterprise tool reliability and usage trends.