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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. Payment Solutions Analyst (Disputes & Case Management) Department & Team: Receivables Management / Payment Solutions Reports to: Senior Manager, Payment Solutions Location: Hungary Job Summary The Payment Solutions Analyst is responsible for managing customer payment-related disputes, case management activities, and purchase order (PO) resolution efforts to support timely cash collection and improve working capital performance. The role acts as a key liaison between customers, Collections, Sales, Billing, Customer Care, and internal resolver groups to ensure efficient resolution of disputes and payment blockers. The analyst will own the end-to-end management of customer cases within the ESR (Enterprise Service Request) and case management environment, driving accountability across stakeholders to resolve issues impacting invoice payment and cash flow. This role requires strong analytical, communication, and stakeholder management skills, with a focus on dispute resolution, PO compliance, and continuous process improvement within the Order-to-Cash (O2C) process. Key Responsibilities Case & Dispute Management Manage customer payment-related disputes, billing inquiries, payment delays, and purchase order (PO) related issues that impact timely collections and cash flow. Support collectors by investigating and resolving disputes, providing status updates, and driving issue resolution to accelerate cash collection. Utilize the Enterprise Service Request (ESR) platform to manage escalations, service requests, and exception cases requiring cross-functional resolution. Ensure accurate documentation of dispute investigations, customer communications, ESR cases, and resolution outcomes. Monitor aging disputes and open requests, escalating critical issues as needed to support working capital and DSO improvement objectives. Identify recurring payment issues and recommend process improvements to enhance customer experience and operational efficiency. Purchase Order (PO) Management & Cash Flow Support Proactively engage customers and cross-functional teams to resolve missing, expired, incomplete, or inaccurate purchase orders (POs) that may delay invoice processing and payment. Investigate PO-related discrepancies, validate customer procurement requirements, and coordinate corrective actions with Sales, Billing, and Operations teams to remove payment blockers. Drive timely resolution of PO issues through effective stakeholder management and follow-up, reducing aged receivables, supporting cash collection efforts, and improving overall cash flow performance. Coordinate with Sales, Customer Success, and Operations teams to resolve PO-related issues and ensure invoice compliance with customer requirements. Monitor PO-related payment blockers and drive timely resolution to accelerate collections and reduce aged receivables. Support initiatives focused on improving invoice acceptance rates, reducing payment delays, and enhancing cash flow performance. Cross-Functional Collaboration Partner closely with Collections, Accounts Receivable, Billing, Finance, Sales, Customer Care, and Operations teams to resolve disputes and remove barriers to payment. Support collectors by providing dispute status updates, resolution timelines, and customer communication required to advance collections activities. Collaborate with global teams and business partners to ensure consistent dispute management practices and cu