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.
HR Business Partner, Mexico
Hybrid - CDMX
Application Note: CV must be submitted in English.
Role Overview:
We are looking for an HR Business Partner to be the trusted people advisor to our Sales and Customer Success (CS) leaders in Mexico, and to serve as the Country Lead for HR in Mexico. In this dual role, you will partner with business leaders to attract, develop, engage, and retain top talent in a high-performance, customer-facing environment. You will also make sure our people policies, processes, and practices are properly implemented and fully compliant with Mexican labor law and regulations.
This is an exciting opportunity for an HR professional who wants real business impact and visibility. You will work closely with regional and global stakeholders, shape the employee experience in a key market, and act as the go-to HR representative for the country. You will have the autonomy to make a difference at a company that values collaboration, integrity, and growth.
Key Responsibilities:
The primary responsibilities for this role include (but are not limited to):
Strategic HR Business Partnering (Sales & CS)
- Act as a strategic advisor to Sales and CS leadership in Mexico, translating business priorities into people strategies that support revenue growth, customer retention, and team performance.
- Use people data and analytics (attrition, engagement, headcount, compensation, and productivity trends) to identify risks and opportunities and to recommend solutions to leaders.
- Support organizational design, workforce planning, and change management initiatives to keep teams scalable and aligned with business goals.
- Partner with Talent Acquisition on hiring strategies, workforce planning, and offer approvals for sales and CS roles.
Compliance & Governance
- Serve as the HR point of contact for Mexico, owning the implementation of global and regional HR policies and processes and adapting them to local requirements.
- Ensure compliance with Mexican labor legislation.
- Oversee the proper drafting and maintenance of employment contracts, internal work regulations, and required labor documentation.
- Work with Legal, Finance, Payroll, and external advisors and vendors (e.g., payroll providers, outside counsel, PEO/EOR where applicable) to ensure accurate, timely, and compliant operations.
- Lead or support audits and labor authority inspections, and ensure proper documentation and risk mitigation.
Employee Relations & Performance
- Manage and investigate employee relations matters (grievances, conduct, performance, terminations) fairly, consistently, and in compliance with the law, with the utmost discretion.
- Coach managers on performance management, difficult conversations, feedback, and conflict resolution.
- Support compensation cycles, performance reviews, promotions, and talent calibration, ensuring internal equity and consistency.
Engagement, Culture & Development
- Drive employee engagement, retention, and recognition initiatives
- Partner with Learning & Development on onboarding, leadership development, and succession planning.
- Champion an inclusive, ethical, and high-performing culture in Mexico, and represent the company’s values locally.
Confidentiality & Data Integrity
- Handle sensitive employee, compensation, and legal information with the highest level of confidentiality and in line with Mexican data privacy law (LFPDPPP) and company policies.
- Maintain accurate records and HR systems data (e.g., HRIS) to support reporting and audits.
Required Qualifications:
- Bachelor’s degree in Human Resources, Business Administration, Psychology, Law, or a related field.
- 8+ years of progressive HR experience, including 5+ years as an HR Business Partner or HR Generalist supporting teams.
- Strong, practical knowledge of Mexican labor law and employment compliance (LFT, IMSS, INFONAVIT, PTU, NOM-035) and experience managing it in practice.
- Experience in employee relations, including investigations, terminations, and risk management.
- Demonstrated ability to partner with and influence senior leaders and to act as a credible, trusted advisor.
- Fluent English and Spanish (written and spoken).
- Experience working in a multinational or matrixed environment, collaborating with regional and global teams.
- Solid analytical skills and comfort using HR data and metrics to drive decisions (advanced Excel; HRIS experience such as Workday).
- Team player: collaborative, inclusive, and willing to work across functions and borders to achieve shared goals.
- Integrity and confidentiality: exceptional discretion, sound judgment, and ethical standards when handling sensitive information.
- Strong communication and interpersonal skills: empathetic, clear, and able to give direct feedback with tact.
- Ownership and adaptability: proactive, organized, able to manage multiple priorities and thrive in a fast-paced, changing environment.
Preferred Qualifications:
- Experience supporting Sales, Customer Success, or SaaS/technology organizations.
- Postgraduate degree or certification in HR, Labor Law, or related areas (e.g., SHRM, SPHR, or equivalent).
- Experience with compensation design, sales incentive plans, and commission structures.
- Experience in change management, M&A integration, or restructuring in Mexico.
- Familiarity with other LATAM labor frameworks.
- Experience using generative AI and HR analytics tools to improve processes.
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.
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Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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.
