CX Advisory Consultant

Role Overview

Join Genesys as a CX Advisory Consultant and play a vital role in crafting AI-driven customer experiences where impact matters the most. Genesys provides advanced platforms for over 8,000 organizations globally, integrating people, systems, data, and artificial intelligence to enhance personalized customer service, boost efficiency, and deepen client relations.

This position is open for candidates residing in Auckland and Wellington, New Zealand.

Key Responsibilities

• Collaborate with strategic clients to identify, evaluate, and prioritize customer experience challenges and opportunities within digital and contact center operations.
• Examine business processes and suggest enhancements that improve customer journeys and organizational performance.
• Work alongside stakeholders to devise and implement CX transformation roadmaps aligned with business strategies and technological capabilities.
• Create functional designs converting business requirements into detailed customer journey flows and operational configurations.
• Lead and support transformation initiatives, including communication, training, and coaching to promote successful change adoption.
• Use analytics to track adoption, operational efficiency, and CX results, offering insights for ongoing improvement.
• Develop and nurture strong relationships with customer executives, partners, and internal teams; facilitate workshops, executive briefings, and strategic engagements.
• Manage project risks, dependencies, and document lessons learned to ensure consistent delivery and customer satisfaction.

Required Qualifications and Experience

• A Bachelor's degree in Business, Technology, or related fields, or equivalent practical experience in customer experience consulting, digital transformation, or contact center operations.
• More than 3 years of consultancy experience in customer experience, digital transformation, reporting & analytics, or contact center operations with a proven record of delivering appropriate business and operational strategies.
• At least 3 years of leadership in managing significant projects or programs that achieve measurable changes in customer experience or digital transformation.
• Thorough understanding of contact center operations, associated KPIs, best practices, employee experience, and technological enablers.
• Proven success in engaging customers, leading workshops, crafting compelling presentations, and effective communication with stakeholders including senior executives.
• Excellent ability to communicate complex information persuasively to diverse audiences.
• Working knowledge of Agile frameworks (including user stories, epics, demos, sprint planning and execution).
• Robust analytical thinking and problem-solving skills applicable to complex customer scenarios.
• Experience with Genesys Cloud or comparable customer experience platforms is highly preferred.

Preferred but Not Mandatory

• Hands-on expertise with AI and automation technologies within customer experience, such as voice/digital bots, conversational design, agent assist, predictive routing, workflow automation, and large language model–enabled features.
• Basic familiarity with data science concepts, natural language processing/understanding, prompt and response design, and ethical AI principles concerning privacy, bias, and security.
• Knowledge of cloud integration strategies and API utilization in CX ecosystems.

Working Environment

• Regular collaboration with client teams, cross-functional internal stakeholders, and external partners.
• Extensive use of digital collaboration platforms and business systems.
• International travel up to 30% within APAC for client meetings and strategic collaborations.

Additional Information

Applicants must have legal authorization to work in New Zealand. Genesys strives to maintain a flexible-first work culture supporting almost 7,000 employees globally to perform their best through adaptable working conditions.

The company emphasizes ongoing growth in AI-related skills through mentorship, educational programs, and leadership development while also promoting employee well-being and global recognition for workplace excellence.

Genesys is an equal opportunity employer committed to inclusivity, evaluating candidates without regard to demographic or protected characteristics.

For applicants requiring reasonable accommodations during the recruitment process, personalized support is offered via a dedicated email contact, ensuring accessible application procedures for all individuals.