Senior CX Advisory Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their 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. And, while we offer great benefits and perks like larger tech companies, 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 CX Advisory team at Genesys partners with our customers and internal Genesys teams to drive the Digital and AI strategy that is essential in any CCaaS transformation program. The Senior CX Advisory Consultant will provide consulting and advisory services across strategic and structural CX and EX topics and drive the success of our customers’ transformation programs. Key activities include guiding CX, EX, Digital, and AI best practices and managing the organizational change process for a successful adoption of the Genesys solutions that positively impacts the business outcomes. Strong business consulting and analytics skills are essential with a drive for designing and delivering amazing customer experiences by leveraging the latest innovation available in the AI-powered experience orchestration ecosystem.

We are looking for a candidate with a passion for working with leading edge software technologies in a global multicultural and diverse environment. This is an individual contributor role.

What is the role about?

• Interface with key client stakeholders / executives and effectively influence them to shape their CCaaS transformation program and executive sponsorship.
• Identify, understand, and address business problems through interpersonal and analytical assessment with stakeholders in the CX, EX, Digital, AI and Contact Centre Operational teams.
• Analyses and reviews current business operations; facilitates and leads workshops and focus groups to determine and implement business process improvements that leverage the latest innovation available in the AI-powered experience orchestration ecosystem.
• Collaborates with customer CX, EX, Digital, AI and Contact Centre Operational teams to analyse and understand key customer requirements, document and prioritize them on a transformational roadmap to create an Evolution plan for Genesys solutions.
• Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems. Where can develop a ROI analysis if a business justification is needed to position a solution.
• Should be able to compare operational KPIs (AHT, Churn, NPS, AWT, etc.) before and after a Genesys implementation.
• Supports the relevant stakeholders to develop and lead actionable and targeted change management plans – including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment strategies.
• Identifies key CX, EX, Digital, AI, Contact Centre Operations and OCM (Organizational Change Management) issues, concerns, and risks that may have an impact on the transformation program.
• Demonstrate ownership, dedication and high-quality consulting engagements by building strong and trusted relationships with all internal and external stakeholders.
• Contribute to the development of standardized CX Advisory offerings for use across the team.
• Support Genesys thought leadership by contributing to articles, webinars, roundtables, conferences, etc.
• Provide mentorship, guidance, and training to internal teams to develop the CX, EX, Digital, AI and Contact Centre Operational expertise within Genesys.
• Occasional travel might be required.

What will you bring?

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

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.

Equal Opportunity

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.

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