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.

Role Overview

Genesys is seeking a highly technical and customer-focused Billing Platform Operations Engineer who owns the reliability, performance, integrations, and operational excellence of our enterprise billing ecosystem supporting subscription and usage-based SaaS products.

As part of the IT Billing Services team, you will work closely with Engineering, Product, Billing Operations, and Revenue teams to investigate, resolve production issues, and ensure the integrity and availability of billing systems and integrations. You will play a key role in diagnosing system behavior, analyzing data discrepancies, and supporting high-impact production incidents affecting customers or revenue operations.

Success in this role requires strong technical development and troubleshooting skills, disciplined operational execution, and clear and empathetic communication during time-sensitive situations.

Location

Remote within Canada (not limited to the provinces that the job posting is tagged to)

Key Responsibilities

• Provide operational support for billing platforms and integrations, including monitoring, troubleshooting, and resolution of production issues.

• Participate in on-call rotations supporting 24x7 operational coverage, including support during quarter-end and year-end billing cycles.

• Investigate and resolve billing system incidents, data discrepancies, and integration failures across Salesforce, Zuora, AWS, and related platforms.

• Analyze logs, system behavior, and transaction data to identify root causes of issues and support remediation efforts.

• Collaborate with Engineering, Product, and Billing Systems teams to diagnose defects, validate fixes, and support production deployments.

• Assist with incident response for billing-impacting events, providing technical analysis and contributing to internal and external communications as needed.

• Maintain and update operational documentation, including runbooks, troubleshooting guides, and support procedures.

• Support operational monitoring and alerting improvements to detect issues earlier and reduce incident impact.

• Contribute to post-incident reviews and continuous improvement initiatives aimed at preventing recurring issues.

• Ensure operational activities follow established change management, access control, and data integrity standards, including SOX compliance where applicable.

Required Qualifications

• 2-3+ years of experience in supporting subscription or usage-based billing platforms (Zuora or similar) and troubleshooting complex Quote-to-Cash workflows involving Salesforce, CPQ, billing platforms, APIs and financial systems.

• Hands-on experience supporting complex SaaS platforms billing services or enterprise business systems, especially in Salesforce, Zuora, AWS and Workday Financials.

• Experience with SaaS subscription and usage-based billing models.

• Experience working with monitoring tools, log analysis, and diagnosing issues in distributed or integrated systems.

• Strong analytical skills with the ability to investigate data discrepancies and system behavior.

• Ability to operate effectively independently during high-impact incidents with strong attention to detail and clear and empathetic communication.

• Strong written and verbal communication skills, including the ability to explain technical issues clearly to internal business stakeholders.

• Experience collaborating with Engineering, Product, Finance, or Customer Support teams to resolve production issues.

 

Preferred Qualifications

• Experience working with integrations, APIs, and system data flows between enterprise platforms.

•  Experience operating in SOX-controlled or regulated environments.

• Interest in AI tools, automation, operational tooling, and reliability improvements.

#LI-Remote
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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$71,600.00 - 94,000.00

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 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, here's 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, you'll 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.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

About Genesys:

Genesys® empowers more than 8,000 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 www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

 

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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