Order Management Senior Analyst

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 8000 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:

• Bachelors 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 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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.

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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 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. 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.

Reasonable Accommodations:

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.