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Own end-to-end order lifecycle operations across the Americas, ensuring accurate order processing, revenue integrity, billing timeliness, and audit-ready records. Collaborate with Sales, Deal Desk, Revenue, and Customer Success to resolve billing discrepancies, improve processes, support financial close cycles, and scale order-to-cash operations in a SaaS environment.

Build and manage strategic relationships with Technology Solutions Distributor partners, drive regional pipeline and bookings, recruit and develop high-performing partners, support demand generation and account mapping, and align partners with Genesys sales teams. The role requires partner coaching, opportunity qualification, forecasting, cross-functional collaboration, and accountability for monthly, quarterly, and annual revenue goals. Travel of up to 50% is required for conferences, events, and partner engagement.

Supports Customer Success finance through renewal, retention, pipeline, ARR, and SaaS-metric analysis. Leads renewal target planning, Technical Account Manager program P&L visibility, executive reporting, and strategic recommendations. Partners with Finance and Customer Success leaders on resource allocation and retention strategies while improving reporting through AI tools, automation, and analytics. Owns a finance web portal and translates complex financial and operational data into actionable insights.

Own the professional services sales cycle for mid-market customers, including solution shaping, proposals, statements of work, pricing, deal closure, and account expansion. Partner with account executives, delivery, product, and leadership teams to align services with customer outcomes, platform adoption, AI expansion, and transformation goals. Build customer relationships, manage concurrent opportunities, and position services within the CCaaS and UCaaS ecosystem.

Lead enterprise-scale ServiceNow platform engineering across ITSM, ITOM, ITAM, CSM, CMDB, integrations, automation, and AI capabilities. Own complex technical designs, engineering standards, platform governance, performance, security, reliability, and critical incident response. Drive integrations, SDLC, DevOps, CI/CD, automated testing, and responsible AI adoption. Partner with architects, security teams, product owners, and senior stakeholders while mentoring engineers and guiding multi-stream initiatives.

Architect production-ready AI systems for enterprise customer experience use cases, including LLMs, RAG, agentic workflows, integrations, observability, governance, and real-time personalization. Lead presales discovery, demonstrations, prototypes, pilots, and technical solution design with sales, customers, Professional Services, Product, and Engineering. Influence executive stakeholders, develop reusable enablement assets, and translate customer insights into product and go-to-market direction.

Leads enterprise pre-sales solution consulting in Mexico, guiding customers through CX and AI transformation. Conducts discovery, designs Genesys Cloud architectures and integrations, presents to executive and technical stakeholders, delivers demonstrations and proof of concepts, supports RFPs and complex sales cycles, and connects technology solutions to business outcomes. Collaborates with Sales, Product, Engineering, Services, Customer Success, and partners while mentoring solution consulting colleagues.

Lead enterprise sales growth for Genesys Cloud CX in Malaysia by owning named accounts and pipeline, acquiring new logos, expanding existing accounts, driving upsell/renewals, engaging C-level stakeholders, managing complex multi-stakeholder deals using MEDDPICC, and coordinating presales, partners and internal teams.

Lead and scale Genesys' APAC CX Advisory practice: set regional strategy and operating model, build a high-performing team, advise C-level customers on AI-enabled CX transformation, drive regional commercial growth, establish governance and methodologies, and collaborate cross-functionally to deliver measurable customer and business outcomes.

Lead design, build, and scaling of Agentic AI and industry-specific solution accelerators on Genesys Cloud. Develop reusable multi-agent workflows, RAG-based knowledge orchestration, integrations with enterprise systems, prototypes, and production-grade AI applications. Provide technical leadership, mentor engineers, collaborate with product and industry SMEs, and deliver repeatable solution blueprints to accelerate deployment and time-to-value.