Genesys

Financial Planning and Analysis

• Become a trusted partner and advisor for Genesys senior executives and other cross-functional teams to provide financial decision-making support.
• Develop and own budget and forecasting process including headcount, non-labor expenses for Bad Debt, VAT, Insurance and special projects.
• Partner with business leads, Finance, and Legal teams to set and execute on the function’s strategic plans
• Generate variance analyses, bridges, and presentations that explain trends and takeaways for leadership, board of directors, and other external investor communications.
• Perform month-end closing activities including accrual preparation and coordination with accounting.
• Reconcile and ensure consistency of data from various sources and assist in driving the automation of reports and analyses.
• Analyze and interpret data to develop insights and recommendations.
• Support ad-hoc finance projects to help leadership make financially sound decisions.

Senior Financial Analyst

Accountant

• Revenue Analysis: Part of a team that ensures that all revenue is accounted for in accordance with Genesys policies and accounting guidelines, i.e. ASC 606.
• Review of completeness and accuracy of data in the Revenue system (RevPro).
• Determining and processing appropriate contract updates, revenue adjustments and other journals in the Revenue System.
• Operating and overseeing revenue related internal controls.
• Prepare deal reviews/checklist to ensure revenue is being recognized in adherence to ASC606 and Company policy.
• Technical Revenue: Provide ASC 606 revenue recognition guidance to Legal, Deals Desk, Finance, and Order Management.
• Prepare technical accounting memos and assessments for complex transactions.
• Assist in ASC 606 policy updates and trainings Support the revenue projects function in the design, test, and implementation of updates to existing and new systems.
• Maintain necessary financial and control records along with supporting documentation related to Revenue for audit and Sarbanes-Oxley purposes.
• Participation in ad hoc projects to support business initiatives including assessment of new products, acquisitions, and new internal revenue needs.
• Deal Desk, Sales, and Customer Success Management Support: Review of customer orders to ensure compliance with the Revenue Recognition Policy and accounting principles.
• Review/approve orders against company policy and advise sales of any inconsistencies against policy and recommended actions.
• Working closely with Order Management, Collections, Deal Desk, and Finance personnel to meet business objectives.
• Assist with the review of sales opportunities, contracts and non-standard transactions – provide appropriate accounting guidance and propose solutions within Company’s revenue recognition policy.

Senior Technical Revenue Accountant

Manager

• Lead workstreams supporting enterprise transformation and AI-enabled operational improvement initiatives across multiple business functions.
• Identify process inefficiencies and opportunities for simplification, automation, and improved operational performance.
• Support the development and execution of transformation roadmaps aligned to strategic business priorities.
• Partner cross-functionally with business, operations, technology, and data teams to drive initiative execution and adoption.
• Facilitate stakeholder discussions, working sessions, and executive updates to support alignment and decision-making.
• Navigate complex organizational environments and manage competing priorities across multiple stakeholders.
• Develop business cases, track initiative progress, and support value realization activities tied to transformation efforts.
• Manage project plans, milestones, risks, dependencies, and escalation activities to ensure successful delivery.
• Support operating model improvements, including workflow redesign, governance alignment, and process standardization.
• Apply structured problem-solving and analytical thinking to evaluate business challenges and recommend scalable solutions.
• Maintain working knowledge of AI, automation, and emerging technologies to support transformation opportunities and business innovation.
• Communicate transformation goals, progress, risks, and outcomes clearly and effectively to leadership teams and stakeholders.

Senior Business Transformation Manager

Solutions Engineer

• Act as the technical SME for Genesys Cloud customer audits to support our global team
• Serve as the internal escalation point for penetration testing–related discussions
• Lead advanced technical discussions with customers, prospects, partners, and auditors
• Defend Genesys Cloud AI security, privacy, and compliance using technical evidence
• Demonstrate control-level understanding across frameworks (SOC 2, PCI, etc.)
• Understand and explain evidence showing how Genesys Cloud security controls are implemented (IAM, encryption, key management, network segmentation, logging, monitoring, detection and response, incident management, web security, AI security, SDLC)
• Support security reviews, and penetration testing discussions

Security & Audit Solution Architect

Artificial Intelligence

• Define and scale a global AI sales motion that transforms how enterprise AI solutions are positioned, validated, and adopted across industries.
• Connect business value with technical innovation, ensuring organizations realize meaningful outcomes from AI-driven customer experience orchestration.
• Lead a globally distributed organization of AI Sales Specialists and regional leaders, operating in a coordinated “two-in-a-box” model with AI Architects.
• Drive business value articulation, technical validation, and successful customer outcomes.
• Shape how complex opportunities are developed and won.
• Help scale repeatable approaches that move customers from initial concept through prototype, pilot, and full production.
• Engage with diverse teams, customers, and partners worldwide, fostering an inclusive environment.

Vice President, Global AI Sales Specialists

• Engage with clients to understand their needs and provide expert advice on AI solutions.
• Assist in the preparation and delivery of presales presentations and proposals.
• Conduct technical workshops and demonstrations of Genesys AI products.
• Collaborate with clients to design, develop, and deploy AI bots and machine learning solutions.
• Lead project work from inception through to successful delivery.
• Ensure AI solutions are integrated seamlessly with client systems and processes.
• Provide ongoing support and consultation post-deployment to ensure maximum value realization.
• Monitor and optimize deployed AI solutions for performance and effectiveness.
• Stay up to date with the latest developments in AI technology and use cases.
• Gain in-depth knowledge of the entire Genesys Cloud Digital suite.
• Participate in ongoing training and professional development.
• Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentation or architecture.

Senior Digital AI Professional Services Consultant

• Become a trusted partner and advisor for Genesys senior executives and other cross-functional teams to provide financial decision-making support.
• Develop and own budget and forecasting process including headcount, non-labor expenses for Bad Debt, VAT, Insurance and special projects.
• Partner with business leads, Finance, and Legal teams to set and execute on the function’s strategic plans.
• Generate variance analyses, bridges, and presentations that explain trends and takeaways for leadership, board of directors, and other external investor communications.
• Perform month-end closing activities including accrual preparation and coordination with accounting.
• Reconcile and ensure consistency of data from various sources and assist in driving the automation of reports and analyses.
• Analyze and interpret data to develop insights and recommendations.
• Support ad-hoc finance projects to help leadership make financially sound decisions.

• Demonstrate advanced expertise in AI and lead detailed discussions with technical and business stakeholders
• Engage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teams
• Influence and guide deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting
• Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives
• Serve as a trusted subject matter expert and model best practice sales motions that elevate capability across the wider team
• Provide hands on support for positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience Orchestration
• Lead customer workshops that shape AI use cases, prioritisation frameworks, and pilot opportunities
• Act as the voice of the customer by capturing insights and partnering with cross functional teams in marketing, product, customer success, and professional services
• Identify strategic priorities and develop AI led opportunity pathways aligned to customer objectives
• Ad-hoc duties as required by management

AI and Experience Orchestration Director – Sales Overlay

• Standardize, enhance, and maintain routine, executive ready, financial reporting and analysis for all Customer Success functions, including the Professional Services business.
• Enhance and maintain a Quarterly Business Review package for each Customer Success Regional Leader, conveying key performance metrics and areas needing attention/action.
• Support compensation management for Customer Success teams, including bonus plan design, performance analysis, and quarterly payout execution.
• Assist the Customer Insights team with analytics around customer behavior, including retention, expansion, churn, product adoption, and customer health.
• Provide ad hoc analysis to support strategic initiatives, organizational changes, or investment decisions.
• Create opportunities to leverage AI solutions in day to day activities

Business Finance Manager

Director

• Define and drive the multi-year strategy for Genesys outbound engagement platforms across voice, SMS, email, messaging, and emerging digital channels.
• Lead the evolution of outbound solutions to incorporate AI-powered and agentic virtual agents capable of proactive customer engagement and workflow automation.
• Expand outbound platform capabilities into new business domains including sales engagement, marketing outreach, customer retention, collections, and proactive customer care.
• Identify new emerging outbound channels, customer pain points, and competitive gaps to shape platform investments and roadmap priorities.
• Partner with executive leadership to align Genesys outbound strategy with broader company AI, cloud, and customer experience initiatives.
• Drive adoption of agentic AI capabilities including intelligent campaign orchestration, conversational AI, proactive outreach, adaptive engagement, and workflow automation.
• Evaluate where AI delivers measurable customer and business value versus where deterministic automation or workflow orchestration is more appropriate.
• Establish scalable approaches for integrating large language models, orchestration frameworks, knowledge systems, and enterprise data into outbound workflows.
• Define governance approaches for AI-driven outbound engagement including compliance, trust, explainability, observability, cost management, and operational controls.
• Lead cross-functional teams responsible for roadmap execution across outbound campaign management, contact list management, dialing, digital engagement, orchestration, and AI-powered engagement capabilities.
• Partner closely with Engineering, Architecture, Data Science, UX, Operations, and GTM teams to deliver scalable platform capabilities.
• Drive platform modernization initiatives focused on scalability, cloud-native architecture, compliance automation, and operational efficiency.
• Prioritize reusable platform services and shared capabilities to reduce duplication and accelerate innovation.
• Balance customer requests, market demands, platform sustainability, and operational economics in roadmap prioritization.
• Develop strategies to grow and modernize the existing outbound business while expanding into adjacent engagement and revenue-generating use cases.
• Collaborate with Sales, Customer Success, and Marketing teams to support customer adoption and market positioning.
• Engage directly with strategic customers, partners, analysts, and internal stakeholders to validate direction and influence roadmap priorities.
• Support business case development, investment prioritization, and strategic planning activities.

Director, Outbound Engagement

Support Engineer

• Troubleshooting software application issues to determine technical root causes and propose remedies, escalating when necessary.
• Owning issues for our highest value customers from initial report to resolution, communicating with customers regularly regarding issue status
• Monitoring and steering cases for your assigned client(s) that are being worked by other analysts in other PSGs
• Attending and at times, coordinating bi-weekly calls with Genesys’ top enterprise clients to review open Support tickets, aligning on any changes in priority, and providing guidance on the next steps and timing
• Collaborate with other key Customer Success & Services team members to align on priority levels
• Act as the Genesys Subject Matter Expert during critical technical issues by leading customer call bridges to drive resolution
• Own relationships with technical counterparts within enterprise customers’ and partners’ organizations
• Ad hoc project work: e.g. working with our Documentation team to create troubleshooting guides
• Collaborate with other Support Analysts and Support Engineers to identify high-priority issues and engage the Product Management and Software Engineering teams to implement a resolution

Staff Enterprise Support Engineer

Customer Success Manager

• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
• Understand and align with customers' business value drivers, success criteria, and KPIs.
• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
• Develop and implement strategic plans to prevent downsells and ensure customer retention.
• Proactively identify potential business leads for expansion opportunities.
• Prepare and deliver territory plans to define account strategies and align resources.
• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
• Team with and establish shared accountability with adjacent functions including: Onboarding Specialists to ensure systematic customer introduction and rapid value realization, Professional Services to drive smooth implementation through go live, Renewal Managers to maintain strong forecasting and high retention rates, Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.

Customer Success Director

Account Executive

• Drive revenue, market share, and exceed new pipeline targets in your defined geographic region.
• Effectively lead and manage active sales opportunities with prospects and customers with the Genesys Way of Selling (MEDDPICC).
• Understand acquisition and procurement rules and processes to guide new customers through buying.
• Accurately forecast and exceed monthly, quarterly and yearly revenue targets
• Build, maintain, and iteratively evolve Territory Plans to crystallize and focus your strategy and priorities of work which align to Genesys’ strategic direction, including the development and management of a robust sales pipeline by engaging with prospects, partners, and key customers.
• Collaborate and build strategically with Genesys Partners, including our Value-Added Resellers (VAR), Integrator, AppFoundry, and Carrier channel partners to align on building a greater awareness to our solutions in the industry, conduct effective and streamlined opportunity management, and attending events together.
• Regularly plan initiatives with internal partners, including our Business Development Representatives, Field Marketing, Event Marketing, Channel, and Healthcare teams to support your regional territory revenue growth goals.
• Develop and refine your ability to present a compelling business value proposition for your customers through effective written and speaking communication skills.
• Understand the business and technical requirements of your customers and to help shape the direction of our product offerings.
• Collaborate with Genesys’ internal business partners, including our legal and finance teams, to manage complex contract negotiations.
• Prepare and deliver business reviews to the senior management team on quarterly and yearly strategies that align with revenue growth expectations.
• Accelerate customer adoption and ensure customer satisfaction in partnership with our Customer Success Managers.
• Become expert at positioning the business value of our Digital and AI portfolio
• Build a strong working knowledge of customer mission and priorities by researching Modernization plans, IT strategic plans, IG and GAO reports, etc.
• Become expert at aligning customer initiatives and priorities to Genesys capabilities in a way that differentiates our products and informs a strong Point of View on Why Genesys

Senior Account Executive – State and Local Government

• The AI and Experience Orchestration Director leads strategic engagements, working closely with core account teams to accelerate adoption of Genesys native AI and Experience Orchestration capabilities.
• This role brings deep expertise in AI powered customer experience and helps clients translate business goals into impactful AI use cases that deliver measurable outcomes.
• Engage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teams.
• Influence and guide deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting.
• Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives.
• Serve as a trusted subject matter expert and model best practice sales motions that elevate capability across the wider team.
• Provide hands on support for positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience Orchestration.
• Lead customer workshops that shape AI use cases, prioritisation frameworks, and pilot opportunities.
• Act as the voice of the customer by capturing insights and partnering with cross functional teams in marketing, product, customer success, and professional services.
• Identify strategic priorities and develop AI led opportunity pathways aligned to customer objectives.

AI and Experience Orchestration Director

• Recruit, lead, coach, and develop a team of Solutions Consultants aligned to new logo acquisition
• Establish and reinforce an AI-first operating model, ensuring AI capabilities are central to solution design, customer conversations, and new logo account strategies
• Partner with Growth Sales leadership to define and execute rapid account plans focused on CX transformation, new customer acquisition, and value realization
• Ensure Solutions Consulting teams consistently articulate AI-first CX outcomes in a way that resonates with customer buyers
• Drive cross-functional alignment with Product, AI, Professional Services, Customer Success, and Partners to deliver cohesive, high-impact solutions
• Identify opportunities to impact the pace and efficiency of high-volume technical sales motions with the use of tools and automation
• Establish clear success metrics and continuously improve win rates, deal quality, and new account acquisition outcomes
• Foster a culture of continuous improvement, leveraging AI tools and insights to improve productivity, decision-making, and solution excellence

Senior Financial Analyst

Senior Technical Revenue Accountant

Senior Business Transformation Manager

Security & Audit Solution Architect

Vice President, Global AI Sales Specialists

Senior Digital AI Professional Services Consultant

Senior Financial Analyst

AI and Experience Orchestration Director – Sales Overlay

Business Finance Manager

Director, Outbound Engagement

Staff Enterprise Support Engineer

Customer Success Director

Senior Account Executive – State and Local Government

AI and Experience Orchestration Director

Solutions Consulting Manager, New Logos