Jobs at Genesys

Manages complex customer orders, billing transactions, invoices, and credit memos across the order lifecycle. Ensures documentation accuracy, compliance, internal controls, and service-level adherence while supporting financial close activities. Resolves complex issues with cross-functional teams, performs root cause analysis, improves processes, and mentors other analysts. Requires strong financial acumen, attention to detail, and experience with quote-to-cash operations in a global SaaS or technology environment.

Build and optimize conversational AI and agentic virtual agents on Genesys Cloud. Responsibilities include prompt engineering, NLU model development, intent and entity design, production conversation analysis, evaluation framework creation, performance optimization, scripting, and customer collaboration. The role focuses on improving reliability, task completion, edge-case handling, and user experience across LLM and NLU systems.

Drive revenue growth, retention, expansion, and platform adoption across strategic enterprise accounts in Mexico. Build C-level relationships, develop account plans, lead renewals and complex negotiations, identify upsell and cross-sell opportunities, monitor account health, and align Genesys solutions with customer experience and AI transformation goals. Collaborate with pre-sales, consulting, customer success, and partners while owning account revenue targets and executive governance.

The Strategic Finance Manager will lead financial planning, budgeting, renewal forecasting, and customer retention analysis. They will translate customer and financial data into executive insights, identify risks and opportunities, develop renewal metric governance, and support resource allocation. The role partners with Finance, Renewal Management, Customer Success, Data Science, Operations, and go-to-market teams while applying AI and automation to improve forecasting, reporting, and analytical efficiency.

Lead the architecture and end-to-end delivery of enterprise IVR, routing, conversational AI, generative AI, and agentic virtual agent solutions. Responsibilities include developing bots, designing integrations, optimizing speech experiences, leading Agile delivery, establishing testing and deployment practices, advising customers, delivering training, and providing technical leadership. The role requires extensive experience with Dialogflow, Lex, enterprise APIs, architecture, software development, and customer-facing technical consulting.

Leads commercial business systems and operational excellence across Quote to Cash processes. Owns bug, enhancement, and change-request pipelines; translates business needs into requirements; manages process design, scope, timelines, UAT, releases, and change management. Partners with Commercial Experience, Finance, functional experts, and IT to improve system performance, data quality, governance, automation, and AI adoption across Salesforce and related enterprise platforms.

Leads General Accounting within Finance Shared Services, overseeing financial close, general ledger activities, accruals, intercompany, fixed assets, prepayments, controls, compliance, and audits. Manages people leaders, performance, and talent development while driving process standardization, automation, AI adoption, and transformation initiatives. Partners with global Finance stakeholders to deliver accurate accounting, actionable insights, operational improvements, and strategic execution across multiple accounting towers.

Lead APAC Digital Customer Success across a portfolio of approximately 1,000 SaaS customers. Manage and mentor regional Customer Success Managers, drive adoption, retention, renewals, expansion, and value realization, and scale AI-powered digital engagement. Partner with Sales, Renewals, Product, Support, and Professional Services while monitoring customer health through analytics platforms. Serve as a senior Customer Success leader in the Philippines, supporting executive relationships, escalations, customer advocacy, and talent development.

Leads the Philippines HR strategy and team for a multinational technology organization. Partners with executives on workforce planning, organizational design, talent, employee relations, performance, compensation, organizational change, compliance, and employee experience. Uses HR analytics to guide decisions, ensures Philippine employment-law compliance, supports global HR programs, and coaches leaders while balancing strategic priorities with operational execution.

Supports finance operations by completing assigned tasks, identifying process improvements, documenting workflows, assisting with audits, and rotating across Finance functions. The role requires collaboration, attention to detail, willingness to learn, and basic ERP, communication, stakeholder management, negotiation, problem-solving, and technical accounting skills.

Supports finance transformation and operational excellence initiatives by gathering and translating business requirements, analyzing processes, documenting workflows and SOPs, coordinating solution delivery, and supporting UAT and implementation. The role serves as a liaison between Finance Shared Services teams and Digital Solutioning, conducts data analysis, tracks issues, supports change management, and identifies opportunities for continuous improvement.

Leads enterprise sales strategy and teams, manages strategic customer relationships, drives new-logo and expansion growth, achieves revenue targets, negotiates deals, creates pipeline, and collaborates with marketing, product, and customer support. The role requires understanding customer business problems, presenting solution value, monitoring market trends, and improving sales performance across enterprise software accounts.

Own end-to-end delivery of concurrent ServiceNow initiatives using Agile, Scrum, Kanban, and hybrid methods. Develop roadmaps, manage risks, dependencies, resources, vendors, releases, testing, governance, and production deployments. Coordinate cross-functional technical and business teams, facilitate Agile ceremonies, monitor delivery metrics, and provide executive-level reporting on progress, decisions, and project health. Ensure initiatives align with security, compliance, change management, and ServiceNow platform standards.

Architect, build, and operate secure, scalable full-stack AI applications on AWS. Lead hands-on development across React and TypeScript frontends, Node.js and Python services, APIs, integrations, data flows, cloud infrastructure, and LLM-powered capabilities. Design agentic workflows, RAG systems, tool calling, evaluation, and guardrails while enforcing standards for testing, CI/CD, infrastructure, observability, security, and operational readiness. Partner with product, delivery, consulting, and customer stakeholders, and troubleshoot production systems.

Leads the regional Solutions Consulting organization across Saudi Arabia, the UAE, and South Africa. Owns strategy, team development, AI-first innovation, enterprise sales-cycle execution, consultative solution design, customer relationships, and alignment with Sales, Product, Engineering, and Customer Success. Translates AI, Genesys Cloud, CCaaS, digital, and customer experience capabilities into measurable business value while influencing go-to-market strategy and technology direction.

Leads the Solutions Consulting organization across Southeast EMEA, setting regional strategy, developing distributed teams, supporting complex enterprise sales, and promoting AI-first innovation. Partners with Sales, Product, Engineering, and customers to design value-driven Genesys Cloud, CCaaS, AI, digital, and customer experience solutions. Drives executive engagement, go-to-market alignment, team performance, customer adoption, and feedback into product and technology direction.

Lead end-to-end UX research for enterprise digital engagement products. Plan and run qualitative and evaluative studies, recruit technical participants, synthesize insights, map workflows, and deliver actionable recommendations. Partner with Product, Design, Engineering, and Analytics to inform agile decisions and maintain shared research artifacts and documentation.

Manages technical revenue accounting for a SaaS business, including ASC 606 analyses, complex contract assessments, revenue calculations, accounting memos, audit coordination, close support, policy updates, and cross-functional deal guidance. Coaches junior team members and drives process improvements, AI adoption, automation, and systems integration across revenue accounting operations.

Develop and deploy highly available, fault-tolerant software for the Genesys Cloud platform. Design major features and architectural improvements, optimize reliability and performance, troubleshoot production issues, review code, mentor junior engineers, and manage major technical projects. Collaborate with engineering teams to resolve technical challenges and build scalable cloud services.

Leads product marketing strategy for Genesys’ Workforce Engagement Management portfolio. Owns positioning, messaging, category narrative, competitive differentiation, packaging, go-to-market strategy, sales enablement, customer proof, and AI-focused thought leadership. Partners with Product, Engineering, Pricing, Sales, and Marketing to influence roadmap and commercial outcomes. Builds and develops a high-performing WEM product marketing team while measuring adoption, pipeline, expansion, seller effectiveness, and market perception.