Job Description

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Senior Analyst, Americas Order Management

Department: Global Order Management

Location: Colombia

Reports To: Manager, Americas Order Management

Application Note: CV must be submitted in English.

Role Overview:

The Senior Analyst, Americas Order Management is responsible for managing complex customer orders, billing transactions, and credit memos while ensuring accuracy, compliance, and an exceptional customer experience throughout the order lifecycle. Serving as a trusted operational partner, this role works closely with Sales, Deal Desk, Revenue Operations, Finance, Customer Success, Professional Services, and Receivables Management to ensure transactions are processed accurately, documented appropriately, and completed within established service level agreements and internal controls.

This role supports the successful execution of month-end, quarter-end, and year-end close activities while helping resolve complex order and billing issues, improving operational consistency, and identifying opportunities for continuous improvement. The ideal candidate brings strong business and financial acumen, exceptional attention to detail, and the ability to balance multiple priorities in a fast-paced global environment while serving as a subject matter expert and mentor to other analysts.

Key Responsibilities:

• Review and validate complex customer and partner order documentation, including quotes, service orders, purchase orders, contracts, statements of work, and supporting documentation to ensure transactions are complete, accurate, and compliant.
• Process complex customer orders, billing transactions, invoices, and credit memos accurately and within established service level agreements.
• Serve as a subject matter expert for complex order, billing, and customer inquiries, partnering with cross-functional teams to resolve issues and improve the customer experience.
• Support month-end, quarter-end, and year-end close activities by meeting critical processing deadlines and helping prioritize workload across the team.
• Ensure compliance with company policies, internal controls, SOX requirements, and established Order Management procedures.
• Maintain complete and accurate documentation in accordance with record retention, SOX and audit requirements.
• Identify process gaps, perform root cause analysis, and recommend improvements that enhance operational efficiency, quality, and customer outcomes.
• Support onboarding, training, and knowledge sharing across the Order Management organization while acting as a resource for less experienced analysts.
• Leverage technology and AI-enabled tools, and other technologies to support efficient order processing and high-quality execution.

Qualifications:

• Bachelor's degree in Accounting, Finance, Business Administration, or a related field preferred, or equivalent experience.
• 3+ years of experience in Order Management, Revenue Operations, Finance, Accounting, Audit or a related field, preferably within a SaaS or technology environment.
• Strong understanding of Quote-to-Cash processes, accounting principles, and revenue recognition concepts.
• Experience with Salesforce, Workday, Zuora, or comparable enterprise platforms preferred.
• Strong analytical, organizational, and problem-solving skills with exceptional attention to detail.
• Excellent written and verbal communication skills with the ability to collaborate effectively across global teams.
• Demonstrated ability to manage competing priorities and perform effectively during month-end, quarter-end, and year-end close cycles.
• Must be able to support extended hours during critical month-end, quarter-end, and year-end close periods.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.