Order Management Analyst

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.

Job Description  

Job Title: Order Management Analyst   

Department & Team: Global Order Management   

Reports to: OM NA Manager

Location: Manila

Summary 

The Order Management Analyst is responsible for processing orders and related billings for Genesys products. This role requires close coordination with internal stakeholders and partners to ensure accurate order handling and adherence to established service levels agreements and internal controls. Because activity increases at month, quarter, and year end, the ability to stay calm, prioritize effectively, and maintain accuracy under pressure is essential. Strong communication and organizational skills are key to success in this position. 

Key Responsibilities 

• Review and validate order documentation from customers and partners, including quotes, Services orders, purchase orders and SOWs to ensure requirements for processing and billing are complete and accurate. 

• Process orders, invoices and credit memos in a timely manner using Salesforce, Zuora Billing and Workday. 

• Complete activities within month, quarter and year end deadlines. 

• Work closely with cross-functional teams to resolve invoice inquiries and disputes in a timely manner. 

• Ensure all activities comply with established controls including SOX requirements. 

• Maintain and retain proper documentation as required for order review and validation 

• Collaborate with cross functional teams to ensure accurate data and account history. 

Minimum Requirements 

• Bachelor’s degree required with Accounting or Finance discipline preferred with a minimum of 2 years of related experience. 

• Experience with Salesforce, Zuora Billing, Workday and AI enabled tools preferred. 

• Fluency in Spanish both spoken and written is highly preferred. 

• Ability to work accurately and efficiently under tight deadlines. 

• Strong communication skills and the ability to work effectively with Sales teams and customers or partners. 

• Prior order management experience in the SaaS industry is highly preferred 

• Ability to collaborate with stakeholders across global regions in a remote environment. 

• Knowledge of software licensing models and cloud business models preferred. 

• High attention to detail and excellent customer service and communication capabilities. 

• Strong analytical skills and ability to manage and prioritize multiple tasks. 

• Ability to perform root cause analysis and propose process improvements, commitment to continuous improvement. 

• Basic accounting knowledge and familiarity with revenue recognition principles. 

• Strong English verbal communication skills. 

• Willingness to work extended hours at month end. 

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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:

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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.