CX Advisory Consultant

About the Role

Join Genesys as a CX Advisory Consultant in Wellington, New Zealand, to deliver AI-powered customer experience solutions for over 8,000 global organizations. This role focuses on strategic advisory engagements across the APAC region, bridging Genesys technology with customer CX strategies to enable digital transformation and operational excellence.

Key Responsibilities

• Collaborate with strategic clients to identify and prioritize challenges and opportunities in customer experience, digital initiatives, and contact center operations.
• Examine and improve business processes to optimize customer journeys and organizational performance.
• Create and deliver transformation roadmaps that align with client business strategies and technology capabilities.
• Design functional solutions translating business needs into operational workflows and configurations.
• Lead change management, including communications, training, and coaching to ensure effective adoption of new CX strategies.
• Utilize analytics to monitor adoption rates, operational efficiency, and customer experience outcomes, recommending continuous improvements.
• Build trusted partnerships with executives and internal teams by leading workshops, briefings, and strategic discussions.
• Manage risks, dependencies, and harvest lessons learned to assure successful project delivery.

Minimum Qualifications

• Bachelor’s degree in Business, Technology, or a related field, or equivalent professional experience in CX consulting or digital transformation.
• At least 3 years consulting experience in CX, digital, analytics, or contact center operations with proven business advisory skills.
• Experience leading complex projects or programs delivering tangible business transformations in CX or digital domains for 3+ years.
• Deep understanding of contact center operations, key performance indicators, industry standards, employee experience, and relevant technology.
• Strong customer engagement skills, including facilitating workshops, delivering presentations, and managing stakeholder relationships up to executive level.
• Excellent communication abilities for both technical and business audiences.
• Working knowledge of Agile methodologies such as user stories, sprint planning, and product demos.
• Advanced analytical and problem-solving skills applicable to complex client situations.
• Familiarity with Genesys Cloud or other leading customer experience platforms is strongly preferred.

Preferred Skills

• Practical experience with AI and automation in CX, such as digital/voice bots, conversational design, agent assistance, predictive routing, workflow automation, and LLM-based features.
• Basic understanding of natural language processing, prompt engineering, and responsible AI principles like privacy, bias, and security.
• Knowledge of cloud integration approaches and APIs for CX platform ecosystems.

Work Environment

• Regular interaction with customers, internal teams, and partners using digital collaboration tools.
• Travel within APAC region up to 30% for on-site engagements.

Additional Information

Applications from recruiters will not be accepted. Candidates must be legally eligible to work in New Zealand. Genesys offers a flexible work culture, extensive AI innovation, mentoring and learning opportunities, volunteer time, wellness resources, and is recognized globally as an excellent workplace.

If reasonable accommodations are required during the application process, contact Genesys directly via email with relevant details. The company promotes equal employment opportunity and does not tolerate discrimination.