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 8,000 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.

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.

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.

Bachelor's 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