Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
JOB SUMMARY
Genesys is seeking a highly technical and people-focused IT Manager to lead day-to-day support for our Billing Services platform. This role is accountable for the stability, performance, and supportability of a complex, integrated billing ecosystem supporting subscription and usage-based SaaS offerings.
This is a hands-on leadership role that requires strong technical depth, disciplined operational execution, and exceptional communication skills. You will lead a team responsible for monitoring, incident response, troubleshooting, and customer-impact resolution, often engaging directly with external customers and internal stakeholders during high-impact situations.
Success in this role requires a balance of technical rigor, operational excellence, and empathetic customer communication.
LOCATION: Toronto, Canada (Flexible/Hybrid)
KEY RESPONSIBILITIES
Lead and manage a global team of Billing and Revenue engineers responsible for 24x7 monitoring, incident management, and operational support, including quarter-end and year-end activities
Own the operational health, stability, and availability of billing platforms and integrations through proactive monitoring, alerting, performance tuning, and capacity planning
Serve as the technical escalation point for complex billing incidents, production issues, and data discrepancies, driving root cause analysis and permanent resolution
Coordinate incident response and communications for billing-impacting events, ensuring timely, accurate, and empathetic engagement with external customers, Support teams, and internal stakeholders
Partner closely with Engineering, Product, Billing Systems, and Revenue teams to support releases, system changes, and production readiness
Establish and maintain runbooks, standard operating procedures, on-call processes, and operational metrics to improve consistency, response times, and service quality
Drive continuous improvement through post-incident reviews, automation initiatives, tooling enhancements, and reduction of recurring issues
Ensure operational processes meet SOX, audit, and data integrity requirements, with strong change management and access controls
Foster a high-trust, resilient team culture focused on accountability, continuous learning, and customer-first outcomes
REQUIRED QUALIFICATIONS
8 or more years of experience in IT production support, including leadership of technical support or operations teams
Strong technical expertise supporting billing, subscription, or revenue systems within complex, integrated SaaS environments
Hands-on experience with incident management processes, monitoring tools, log analysis, and troubleshooting distributed systems
Demonstrated ability to lead through high-pressure, customer-impacting incidents with calm execution and clear decision-making
Exceptional written and verbal communication skills, with the ability to explain complex technical issues to non-technical and external audiences with empathy
Proven experience partnering across Engineering, Finance, Product, and Customer Support to resolve issues and improve operational outcomes
Experience building and maintaining operational documentation, metrics, and support processes
PREFERRED QUALIFICATIONS
Experience supporting enterprise billing platforms such as Zuora, Salesforce, Workday Financial Management, and complex integration layers
Familiarity with SaaS subscription and usage-based billing models
Experience operating in SOX-controlled or highly regulated environments
Strong interest in operational automation, reliability engineering practices, and continuous service improvement
BENEFITS THAT SUPPORT YOU
Genesys is committed to supporting the well-being, growth, and success of our employees in Canada.
Competitive base salary and performance-based incentive programs
Comprehensive health, dental, and vision coverage
Employer-supported retirement and savings programs
Paid time off, company holidays, and flexible work arrangements
Employee assistance programs and mental health resources
Learning and development opportunities to support career growth
Benefits offerings may vary based on role, location, and employment type.
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.
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.
121,700.00 - $157,500.00Employee Referrals:
If a Genesys employee referred you, please use the link they sent you to apply.
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 [email protected].
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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 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.
