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Job Description: 

Genesys is seeking a qualified professional to fill the role of Sr. Business Operations Analyst.  This position will support the PureConnect Business Operations Team in the operation and commercialization of existing and new Genesys product offerings. The candidate should be familiar with subscription-based software and software-as-a-service offerings. The candidate should have experience designing and implementing processes and technologies that help to create positive experiences for internal stakeholders and customers alike. 

 

The candidate will be responsible for managing the process of regular billing and usage monitoring of subscription and software-as-a-service customers as well as the management of customers’ contracts.  In addition, the candidate will work to improve the process of commercialization of Genesys products and offerings.   

 

The candidate will be expected to serve as a subject matter expert for customer-facing roles as it pertains to contract negotiation, contract management, and process execution.  Reporting to the Director of Business Operations in North America, the candidate is expected to be available during North American business working hours.  

 

Key Responsibilities: 

·       Operations and improvement of contract management and billing processes and business systems.  

·       Continuous improvement of the commercialization of Genesys products.  

·       Management of customer contracts and related data. 

·       Interface with information technology professionals in order to drive improvement of business systems and processes.  

·       Serve as billing operations subject matter expert for customer-facing teams.  

·       Assist in the development, monitoring, and maintenance of Key Performance Indicators for Genesys and the PureConnect business.  

 

Required Skills & Experience: 

·       Ability to demonstrate strong understanding of subscription-based and software-as-a-service offerings.  

·       3-5 year of experience developing, managing, and interpreting software contracts.  

·       3-5 years of experience with complex business systems.  

·       Experience interfacing with information technology and business operations professionals to drive improvements to complex business systems.  

·       Strong-willed and independent self-starter who is able to work well in ambiguous situations. 

·       Ability to work with diverse people from across a global organization.  


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.com, Twitter, Facebook, YouTube, LinkedIn, 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, disability, veteran status, and other protected characteristics.



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