190000WL Requisition #
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Genesys Care Operations Analyst


The Genesys Care Operations Analyst is responsible for preparing Maintenance & Support renewal quotes on an annual or more frequent basis as well as maintaining accurate data relative to product entitlements.  Renewal quotes are necessary to drive accurate service contracts which are required prior to receiving Genesys Support.  This position requires collective work amongst internal organizations to ensure timely execution of quotes, pricing accuracy, alignment with contractual terms, and commercial product knowledge of current/supported versions/migrations.  Objectives also include working within system and operational processes using Salesforce.com.   The position requires ongoing and trusted engagement with Genesys Care Sales, Customer Care, Licensing, Order Management, Finance, and Professional Services.


Key Duties of the Role:


                  Creation of Genesys Care maintenance renewal quotes in Salesforce.com one hundred twenty (120) days in advance of expiration.  Inclusive of a thorough review of historical detail, product and entitlement accuracy

                  Ensure renewal pricing follows current policies, rules, and procedures based on configuration of the offering and instance.

                  Time and detail spent around thorough review of historical orders and product migrations by customer.

                  Complete Customer Purchase Report for all customers within the respective territory to ensure products and quantities align with license entitlement requirements.

                  Strong collaboration with Genesys Care Specialist, Order Management and Licensing to recognize urgency and quoting requirements for internal processing.

                  Minimal travel.  

                  Commitment to being resourceful, application of CRM and database skills, effective problem solving in the best interest of following operational procedures and company policies, team work.



                  Skills and experience in Data Management

                  Working knowledge of Salesforce.com

                  Four-year BA/BS degree


About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-AR2


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