The Reality: You know the Genesys Cloud Contact Center ecosystem. You’ve seen the gap between what contact centers need and what they’re getting from native reporting. We’ve built the solution.
Why This Role Exists
Contact center leaders face massive pressure: they’re asked to reduce hold times, increase agent productivity, and improve customer satisfaction — often without the insight to know what’s actually working. Native reporting in Genesys Cloud gives them data, but not clarity. It’s not that they want more reports — they want to stop guessing.
Brightmetrics exists to solve that. We turn complex contact center data into clear, customizable, and instantly actionable insights. Instead of digging through inflexible dashboards or waiting on IT, operations teams get visibility that drives real decisions. We’re already trusted by 3,500+ customers who use us to understand, optimize, and scale their contact center performance.
Our impact is measured not only in growth, but in loyalty: we maintain a world-class NPS score between 60–70, and our Customer Support team — which backs every AE — earns a 97.5% CSAT rating.
What You’ll Actually Be Doing
Own the entire cycle from identifying and nurturing leads, to guiding prospects through value-driven demos, to closing deals and ensuring smooth onboarding transitions.
Your day-to-day:
- Identify and engage Genesys ecosystem prospects who are struggling to hit performance goals — like reducing call abandons, improving first contact resolution, or scaling agent teams efficiently — and show how Brightmetrics helps connect the dots between raw data and real outcomes.
- Run demos that make prospects say, “Finally, someone who gets it.”
- Navigate complex B2B sales cycles with multiple stakeholders across IT, operations, and finance
- Build strong relationships with Genesys’ internal sales and partner teams to leverage co-selling opportunities
- Collaborate closely with marketing, product, and customer success teams to refine messaging, ensure alignment, and accelerate deal velocity
- Provide feedback to product and marketing teams based on market trends and customer conversations
What Makes This Different
You’re joining a small but mighty team, not getting lost in a massive org where your voice doesn’t matter. When you have ideas about product, messaging, or market approach, people listen.
The product actually sells itself when you get it in front of the right people. Our customers literally tell other people they “need this to make Genesys a success.”
Remote-first means remote-first – we’ve built systems and culture around distributed work, not just thrown people home and hoped for the best.
Who This Role Is For
- You have 5+ years of SaaS sales experience with deal sizes in the $30K-$60K ARR range.
- You know contact centers – either you’ve sold into them for 2+ years or you understand the pain points around reporting, agent productivity, and operational efficiency.
- You’re comfortable with the Genesys ecosystem, ideally selling into Genesys Cloud CX customers (preferred but not required) – you don’t need to be a technical expert, but you should understand how Genesys Cloud works and why customers choose it.
- You’re a consultative seller who solves problems, not someone who pitches features and hopes something sticks. Your presentation and communication skills are among the best.
- You network naturally - you're at home at trade shows, networking events, and social settings.
- You can travel up to 20% for customer meetings, industry events, and team offsites. The role is remote, but relationships still matter.
The Tools You’ll Use
· HubSpot for pipeline management
· LinkedIn Sales Navigator for relationship building
· The Genesys community – events, user groups, partner relationships
Why People Choose BrightMetrics
3,500+ customers worldwide trust us to solve their contact center analytics challenges. We’re not just another reporting tool; we’re the bridge between enterprise-grade analytics and practical implementation.
You’re leading growth for a major strategic product line in a fast-growing company. This isn’t a side project or experiment; the Genesys line is core to our expansion strategy.
Your voice and ideas matter here. Small but mighty team means when you have insights about product, messaging, or market approach, you’re heard at the highest levels.
Competitive salary, uncapped commission with accelerators, and excellent benefits. We’ve structured this role to reward performance without artificial caps on your earning potential.
A flexible remote work environment that works. We’ve built systems and culture around distributed collaboration, not just remote work as an afterthought.
Our integration with Genesys Cloud provides comprehensive metrics tracking, essential KPIs with tailored analytics that actually matter to each business. When customers can build customized reports in minutes instead of waiting weeks for IT support, they become advocates.
We’re proud of the trust we’ve earned — with an NPS that averages between 60–70 and a Customer Support team consistently rated at 97.5% CSAT, our new customers become loyal champions.
Requirements
- 5+ years of experience in SaaS sales, ideally with deal sizes in the $30K–$60K range
(We’re open to candidates with slightly less experience if they’ve navigated complex sales cycles and can show results.) - Strong understanding of contact center operations — you’ve either sold into contact centers or deeply understand the challenges they face around reporting, agent performance, and operational efficiency
- Familiarity with the Genesys Cloud ecosystem (preferred, not required) — you don’t need to be a technical expert, but you should know what Genesys Cloud does and why organizations use it
- Consultative sales approach — you’re a problem-solver, not a pitch machine. You ask smart questions, listen well, and help prospects connect the dots between their problems and our solution
- Exceptional communication and presentation skills, especially when speaking to cross-functional stakeholders from IT, operations, and finance
- Comfortable with remote collaboration — we’re a remote-first company, so you need to be organized, proactive, and collaborative in a distributed environment
- Natural relationship builder — whether at trade shows, networking events, or virtual communities, you're energized by connecting with others and creating momentum. Whether you're working the booth during the day or building rapport over dinner and drinks after the show, you know how to make authentic connections that drive opportunity
- Thrives in a remote-first environment — you're self-motivated, communicative, and structured in how you manage your day. You proactively move deals forward, contribute to team alignment, and show up — not just for meetings, but for the company. Whether it’s a team brainstorm, a Slack conversation, sharing what’s working in your territory, or jumping into the occasional Zoom lunch game date, you lean in and help make the company better.
- Flexible availability for occasional international calls — while most of your schedule will follow standard U.S. business hours, you should be open to the occasional early morning or evening Zoom call to collaborate with international partners or customers across time zones
- Willingness to travel up to 20% (including internationally) for customer meetings, industry events, and team offsites
Benefits
This is a full-time position with a competitive salary and benefits package. If you are a highly motivated and experienced Support Engineer looking for an exciting opportunity to work with a growing SaaS-based data analytics provider, we encourage you to apply.
- Health Care (medical, dental, vision) for employee and family
- Unlimited paid time off
- Annual vacation bonus
- Annual wellness bonus
- Matching 401(k)
- Life insurance
- Work from home
Compensation
- Base: $100K-$120K
- Variable: $100K-$120K
- Total OTE: $200K-$240K
- Structure: Uncapped with accelerators because we want you to blow past quota
