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 Description
Job Title: Virtual Partner Support Specialist (Partner Operations)
We are looking for a Virtual Partner Support Specialist to support the operational effectiveness, readiness, and execution quality of our Partner Organization through structured engagement, enablement coordination, and lifecycle support. This role is open to candidates based in the Philippines and will operate within a regionally assigned time zone.
In this role, you will serve as a partner-facing operational resource, supporting partners as they establish and scale their Genesys practice. This includes product and program enablement coordination, opportunity lifecycle support, and ensuring partners can consistently execute Genesys processes, tools, and policies while delivering high-quality customer outcomes.
The Virtual Partner Support Specialist works in close alignment with internal stakeholders—including Genesys Partner Sales Managers (PSMs), Account Executives, Partner Hub teams, and regional partner leadership—who retain ownership of commercial strategy and end-customer relationships. This role focuses on execution support, operational consistency, and readiness, ensuring that partners are equipped to navigate Genesys systems, programs, and workflows efficiently and compliantly.
By strengthening operational alignment and execution across the partner ecosystem, this role helps improve partner experience, internal efficiency, and ultimately customer outcomes.
If you are passionate about partner operations, process excellence, and enabling scalable execution through collaboration, we would love to hear from you.
What You’ll Do
- Provide hands-on operational support and enablement coordination to an assigned portfolio of partners, ensuring they have access to the tools, resources, and guidance required to execute Genesys processes effectively across the opportunity lifecycle.
- Serve as the primary day-to-day operational point of contact for partners, supporting activities such as enablement scheduling, opportunity setup and progression, pricing configuration and quoting coordination, billing and collections inquiries, and navigation of internal processes, policies, approvals, and incentive programs (including special offer programs and credits).
- Support partners in being operationally prepared for activities such as demos, trials, campaigns, and events by ensuring required systems, approvals, configurations, and internal alignments are in place, and that resulting opportunities are properly structured and coordinated with the appropriate internal teams.
- Validate and support accurate execution across the opportunity lifecycle, including deal registration submission, incentive eligibility checks, program compliance, and coordination with internal stakeholders to ensure correct pricing, incentives, and timely processing.
- Track and support partner execution through defined operational metrics, dashboards, and reporting, including monitoring partner readiness across certifications, compliance requirements, programs, tools, and enablement milestones.
- Collaborate closely with Partner Sales Managers, Partner Hub teams, Account Executives, Partner Leaders, and other ecosystem stakeholders to align on engagement models, execution plans, and operational support requirements.
- Maintain a consistent operating cadence with partners and internal teams, ensuring alignment, responsiveness, documentation, and follow-through across regions and time zones.
- Act as a trusted operational advisor to partners by providing guidance on Genesys products, programs, incentives, tools, and best practices to support effective execution in a SaaS and AI-driven environment.
- Support a defined set of regional Accredited, Value-Added Resellers and Referral Partners, assigned at the beginning of each fiscal year, to build familiarity with partner operations, regional business norms, and Genesys processes.
What You’ll Bring
- 5+ years of experience in enterprise software, cloud, or SaaS environments, with a strong focus on partner/channel support.
- Proven ability to support partner ecosystems and address partner needs across regional and global contexts.
- Solid understanding of SaaS and cloud business models; experience in CX or adjacent industries preferred.
- Strong relationship management skills with the ability to work across multiple stakeholders and functions.
- Demonstrated execution strength in support-oriented responsibilities, including reporting, enablement coordination, and opportunity support.
- Strong time management, prioritization, and organizational skills.
- Ability to manage deliverables while collaborating effectively with international partners and regional sales/partner leadership, as well as internal teams.
- Executive presence with strong verbal and written communication skills; fluency in English required.
- Willingness and ability to work within a regionally assigned time zone/business hours while based in the Philippines.
- Proven ability to collaborate across global time zones with consistent communication, responsiveness, and alignment.
- Previous experience in account management, partner management, or partner support roles is a plus.
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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 reasonable.accommodations@genesys.com.
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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.
