Job Description

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 an Operations Reliability Engineer with a specialization in Network Operations, you will play a supporting role in maintaining the reliability, stability, and performance of enterprise network services while contributing to the broader reliability operations function. You will support incident detection, troubleshooting, and remediation across multiple infrastructure domains, with a focus on LAN/WAN, SD-WAN, wireless, VPN, cloud connectivity, and site connectivity.

In addition to your network expertise, you will assist in improving monitoring accuracy, reducing alert noise, and enhancing the quality of operational data used across observability and AIOps platforms. You will participate in automation and AI-readiness efforts by documenting repeated issues, validating automated workflows, and providing operational insights that support engineered fixes and emerging self-healing capabilities.

This role blends incident management with event correlation, automated remediation validation, and the application of network-specific knowledge to improve stability and reduce operational noise. You will collaborate across IT to support detection accuracy and contribute to long-term automation, observability, and AI-driven reliability initiatives supporting our global workforce.

Responsibilities:

General Reliability Operations

• Resolve network and infrastructure incidents through hands-on troubleshooting and remediation, escalating complex or non-standard issues when needed to senior analysts or engineering teams.
• Monitor observability, AIOps, and event management platforms to identify anomalies, performance issues, and emerging incidents using established operational processes and procedures.
• Perform incident triage and correlation to determine probable cause and appropriate routing for deeper investigation.
• Validate automated remediation workflows and assist in identifying repeated manual tasks that could be automated.
• Participate in early-stage automation and AI-readiness activities by documenting remediation steps, key patterns, and operational edge cases to support engineering initiatives.
• Reduce alert noise by providing recommendations for adjustments to thresholds, suppression logic, or detection rules.
• Support post-incident reviews by providing relevant data, event timelines, and insights related to network behavior.
• Collaborate with Cloud, Network, IAM, Messaging, and ServiceNow teams to support incident resolution and improve operational processes.
• Assist with patching and vulnerability-remediation workflows by troubleshooting failures, validating remediation outcomes and providing manual patching or remediation when automation isn’t available.
• Ensure accuracy of event data, alerts, and service mappings to support strong correlation within monitoring and CMDB systems.

Network Focused Responsibilities

• Troubleshoot and resolve network-related incidents across LAN, WAN, SD-WAN, wireless, VPN, cloud connectivity and branch/site connectivity environments following established standards and escalation procedures.
• Analyze telemetry and alerts from network monitoring platforms (SolarWinds, SD-WAN controllers, Zscaler, Meraki/Cisco tools) to determine service impact and support issue resolution efforts.
• Support correlation of network events with dependencies across cloud applications, identity services, endpoints, and SaaS platforms.
• Participate in validating network automation or configuration workflows, such as failover testing, resilience checks, or config pushes.
• Assist in identifying network-related automation opportunities by documenting repeated failure modes and manual intervention steps.
• Support Zscaler configuration troubleshooting, policy validation, and resolution of performance or routing issues.
• Maintain DEX-based network monitoring dashboards and alerts, ensuring clear signals and detection of user-impacting issues.
• Provide knowledge-sharing to team members and peers regarding common network troubleshooting patterns.
• Participate in network readiness activities for office builds, expansions, and infrastructure changes by reviewing operational requirements and monitoring needs.
• Engage vendors (Cisco TAC) when appropriate and drive issues to resolution
• Maintain Catalyst 9000 (9300/9400/9500) platforms

Requirements:

• Bachelor’s degree in an IT-related field or equivalent experience.
• 3+ years in network operations or network engineering roles.
• Strong understanding of network technologies including routing, switching, wireless, VPN, DNS, DHCP, and basic connectivity principles.
• Hands-on experience with network monitoring and diagnostic tools such as Cisco Catalyst Center, SolarWinds, Meraki Dashboard, etc.
• Knowledge of zero trust concepts and principals (Zscaler)
• Hands-on experience with Cisco IOS-XE
• Solid understanding of incident management, event correlation, and operational troubleshooting methodologies.
• Experience collaborating with engineering teams and working within cross-functional operational environments.
• Ability to interpret network telemetry and logs to identify symptoms, underlying issues, and potential root causes.
• Strong written and verbal communication skills to explain findings to both technical and non-technical teams.
• Motivated to develop deeper skills in automation, AIOps, and proactive reliability engineering.

Preferred:

• Knowledge of SD-WAN support (Cisco)
• Familiarity with scripting or automation concepts is a plus and supports future career progression.
• Interest in learning automated remediation patterns, predictive alerting concepts, and modern observability practices.

Additional Information

• Working Hours: This role follows daytime local hours (9:00 AM – 6:00 PM CET) and provides overnight coverage for US teams, aligning to 3 A M – 12:00 PM EST
• On-Call Support: Participation in a shared, rotational on-call schedule is required.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com

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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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.