North America Deal Desk Leader

Overview

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for 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. 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.

The North America Deal Desk Leader is responsible for leading and scaling the Deal Desk function while serving as a strategic partner to Sales Leadership and regional Sales teams. This role provides expert guidance on deal pricing, commercial structures, and contract terms to optimize revenue, bookings, and cash flow in alignment with Genesys  financial and strategic objectives. As a highly visible leader, you will collaborate closely with Sales, Finance, Legal, Product, Systems, and Partner Marketplace teams to drive consistency, compliance, and commercial rigor across complex transactions.

At Genesys, we are transforming the customer experience landscape through empathy, innovation, and global impact, and this role plays a critical part in enabling that mission. Joining Genesys means becoming part of a collaborative, high-performing organization that values sound judgment, shared success, and bold thinking.

• Lead, coach, and mentor the North America Deal Desk team to support Sales and drive effective commercial deal execution
• Partner closely with Sales Leadership, account teams, Business Units, and cross-functional stakeholders to develop and execute optimal commercial strategies and deal structures
• Review and approve deal terms within Salesforce, ensuring accuracy, compliance, and completeness of quotes and contractual documentation
• Manage deal exception reviews and approval processes in partnership with key stakeholders and Genesys leadership
• Oversee and support contract negotiations, serving as the primary liaison between Sales, Legal, and customers, and negotiate commercial and contractual terms when required
• Operate effectively under pressure while maintaining a high standard of quality and attention to detail
• Contribute to the development and continuous improvement of pricing, margin, and deal analysis tools to support data-driven decision-making
• Apply customer, market, and product insights to influence and refine commercial constructs and pricing approaches
• Lead Deal Desk transformation initiatives, including price realization and quote-to-cash improvements, in collaboration with Sales Operations, Revenue and Billing Operations, Customer Success Operations, Legal, Pricing, and Product Management
• Build and sustain a high-performing Deal Desk organization with a culture of accountability, operational excellence, commercial rigor, and strong partnership with Sales
• Exercise sound commercial judgment, confidently stand by pricing and deal structure decisions, and clearly articulate and defend those decisions with senior stakeholders
• Lead geographically distributed and culturally diverse teams, engaging stakeholders with varying priorities, perspectives, and communication styles
• Engage credibly with senior executives, provide constructive pushback to Sales when necessary, and manage conflict effectively while remaining a trusted and collaborative business partner

• Minimum of 7 to 10 years of people management experience, including leadership of teams with five or more direct reports
• At least five years of experience in a SaaS or technology environment with progressively increasing responsibility
• Bachelor's degree in Business, Finance, or a related field
• Strong knowledge of software pricing models, discounting strategies, value-based positioning, and foundational revenue recognition principles
• Excellent analytical skills with demonstrated strength in financial modeling and…