Resiliency Operations Engineer

Research and Development
210002QV Requisition #


Resiliency Operations Engineer is responsible for investigating, identifying, and creating solutions within our cloud environments that provide Genesys’ Cloud based service offerings to our customers. This person will coordinate heavily with Genesys internal teams (Dev, Customer Care, Arch, Ops) through various communications channels to analyze complex systems integration issues and create automation workflow of existing cloud services, systems, and applications to determine use cases for delivering value for Genesys Customers. This is accomplished by having a team oriented and highly challenging work environment. The individual will gain knowledge and expertise in industry Service Management and DevOps best practices (ITIL, Lean, Continuous Delivery, Infrastructure-as-Code, etc.) and trends while leveraging their experience to provide improvements in service availability.


 Key Responsibilities:

  • Engage in proactive and reactive network/systems/stack monitoring and respond to alerts and triage issues/incidents; respond according to service levels to requests that initiate the Incident Management processes; and promptly escalate unresolved issues by assigning to the appropriate teams-passing along pertinent information through the use of incidents within the ITSM tool. 

  • Take initiative to research and resolve challenging problems.  Actively share gained knowledge with the other team members through appropriate communication channels. 

  • Update and/or create process documentation and knowledgebase articles. 

  • Identifies potential solutions by understanding increasingly complex business/technical problems and opportunities.

  • Weekend and Night shift coverage may be required.

  • Consults and/or participates in requirements gathering, design and frequent iterative user acceptance feedback loops to ensure the development of quality solutions

  • Perform test-driven development best practices to ensure adequate test coverage of all solutions.

  • Provides innovative solutions for integrating applications, Windows systems, Linux systems, and databases in a multi-cloud context private cloud datacentres, Azure, AWS, and Google Cloud Platform.

  • Manage various Ops and security tool management 


Minimum Requirements:

  • Bachelor’s degree in a Computer Science, Computer Technology, or related technical discipline is required.

  • Automation Scripting experience (PowerShell, Python, Bash)

  • Experience in Active Directory with user accounts, groups, group policy.

  • Network fundamentals.

  • Must have hands on technical experience in Windows.

  • Very good written and spoken English, interpersonal skills, technical documentation is required.

  • Must be able to work well independently and in a team environment.

  • Must be capable of managing multiple priorities. 

  • Ability to work independently and be resourceful.

  • Complex problem-solving and analytical skills.

  • Creative and critical thinking skills.

  • Web Dev experience required (HTML, CSS, XSLT)

  • Completion of ITIL v3 is highly desired

  • Linux knowledge and understanding

  • Experience with technical documentation.

  • Minimum 8+ year exp in IT/3+ Years of experience in a cloud environment. 


Desirable Skills:

  • Experience in various ecosystems (traditional enterprise datacenters, OpenStack, AWS, Azure, Google Cloud etc.…)

  • Coding/Scripting experience (PowerShell, Python, Java etc.)

  • Monitoring Platform Knowledge (Nimsoft, Zabbix, New Relic, Nagios, Prometheus, etc.)

  • Experience in ServiceNow, PagerDuty, Jira, Kibana, Splunk





Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 

About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit

Genesys is an equal opportunity employer committed to diversity 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.

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