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.
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 Level Agreements (SLAs) 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.
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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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.
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