Business Analyst

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.

This Business Analyst role sits at the intersection of Incentive Compensation Team (ICT), Global Commissions Team (GCT), and IT, translating complex sales compensation designs and business decisions into clear, actionable requirements for technical implementation. The role partners closely with the IT Product Owner and business stakeholders to own business requirements documentation (BRDs), ensuring compensation plan designs, policies, calculations, reporting needs, and process requirements are accurately translated into functional requirements (FRDs) and interpreted correctly within our Sales Performance Management system of record. The Business Analyst also plays a critical role in solution delivery, owning or coordinating business validation of system configurations, defining test scenarios and acceptance criteria, leading user acceptance testing (UAT), and providing business sign-off that configured solutions accurately reflect approved compensation designs and requirements.

The role also reviews and approves user-facing compensation statements, reports, dashboards, and related views to ensure they are accurate, intuitive, and provide meaningful value to sales representatives, managers, and other stakeholders. In addition, the role supports sales compensation analytics, financial and cost modeling, plan effectiveness reporting, and initiatives that improve the scalability, accuracy, and automation of incentive compensation processes. At Genesys, we're transforming customer experiences through empathy and innovation, and this role helps enable that mission by connecting compensation strategy with reliable, scalable technology and operational execution.

Role Level: An individual-contributor role holding named Accountable/Responsible ownership of the sales commissions requirements and implementation under the FY28 Incentive Compensation Team RACI.

Reports to: Director, Incentive Compensation Design (Revenue Operations organization).

Key Responsibilities:

Platform Strategy & Governance

• Own the Business Requirements Document (BRD) for the sales commissions design framework.
• Translate compensation-plan design into system requirements, through Product Owner (IT) and GCT partnerships.
• Serve as the single point of accountability connecting the ICT Team, Program Manager, Directors, VP, GCT, and Technical Lead on every technical decision affecting the platform.
• Create Use Case scenarios and UAT framework for testing SPM configurations to ensure commission calculations match the business intent.

Platform Operations, Testing & Quality

• Own User Acceptance Testing protocol.
• Own business requirements documentation for TRD and FRD integration and implementation.
• Author UAT and regression test cases and assess downstream data/field impacts of changes.

Reporting, Data & Field-Facing Tools

• Own Data & Analytics Reports framework (EA/Crystal/AI), partnered with the Technical Lead.
• Own GAP Template Configuration requirements capture (SAP).
• Own Dashboards / Field-Facing Reports capture (Configuration).

Cross-Functional Leadership

• Partner with the ICT Analyst, Program Manager, Directors, and VP to align system delivery with compensation-plan design strategy and approach.
• Work in close coordination with the Global Commission Team (GCT), Accounting, and Controller Org as needed.

Vendor & Technical Management

• Participate in the SAP SPM business/vendor relationship.
• Create reusable frameworks, test scripts, and requirements playbooks for the ICT Team.

Required Qualifications:

• 8+ years of experience in a Business Analyst or Sales Performance Management function, including 3+ years working inside an enterprise level incentive-compensation (SAP SPM Platform, Xactly, Varicent, or similar).
• Hands-on configuration/calculation experience with SAP SPM Platform or a comparable ICM platform.
• Demonstrated ownership of RACI-based delivery in a regulated, SOX-controlled environment.
• Experience partnering with Sales Incentive, Finance, and IT technical leads.
• Exceptional stakeholder management across business and technical audiences.

Preferred Qualifications:

• Experience with sales compensation design and sales incentive performance management best practices.
• Background in QA, test strategy, or data validation frameworks.
• Experience with ServiceNow, Jira, or similar operational tooling.

Role Impact:

Key contributor to the governance, accuracy, and continuous evolution of the sales commissions program and platform — reducing manual effort, strengthening test coverage, and ensuring every sales compensation requirements is effectively translated into BRDs for downstream consumption and implementation.

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.

Get notified about relevant opportunities.

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.

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 [email protected].

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.