Manager, IT Billing Services

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.
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* LOCATION:

** Fully remote within Eastern-Time Zone in Canada (Ontario)
** 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…