Lead APAC CX transformation engagements for enterprise customers to deliver measurable business outcomes

CX Advisory Consultant

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.

This role opens opportunities for applicants based in Wellington, NZ.

The CX Advisory Consultant is responsible for supporting strategic Genesys customers across the APAC region through Customer Experience (CX) Advisory engagements. The role acts as a bridge between Genesys and the customer's CX strategy and stakeholders, ensuring alignment between business goals, digital transformation objectives, and successful adoption of Genesys solutions.

This position combines business consulting expertise, CX strategy experience, and change management capability to help customers define, implement, and sustain world-class customer experiences. The CX Advisory Consultant partners closely with customer executives, operational teams, and Genesys stakeholders to identify opportunities, design solutions, and guide organizations through transformation that delivers measurable business outcomes.

Key Responsibilities include (but not limited to):

  • Partner with strategic customers to identify, assess, and prioritize CX challenges and opportunities across CX, digital, and contact center operations.
  • Analyze business processes and recommend improvements that enhance customer journeys and business performance.
  • Collaborate with stakeholders to create and deliver CX transformation roadmaps aligned with business strategy and technology capabilities.
  • Develop functional designs that translate business requirements into customer journey flows and operational configurations.
  • Lead and support change management and adoption programs, including communication, training, and coaching strategies to ensure successful transformation.
  • Leverage analytics to measure adoption, operational efficiency, and CX outcomes, providing insights and recommendations for continuous improvement.
  • Build strong, trusted relationships with customer executives, partners, and internal Genesys teams; lead workshops, executive briefings, and strategic engagements.
  • Identify and manage risks, dependencies, and lessons learned to ensure consistent delivery excellence and customer success.

Minimum Requirements:

  • Bachelor's degree in Business, Technology, or a related discipline, or equivalent experience in CX consulting, digital transformation, or contact center operations.
  • Minimum of 3+ years' experience working as a consultant within CX, Digital, Reporting & Analytics, or Contact Center Operations, with demonstrated ability to advise on appropriate business and operational solutions.
  • 3+ years' experience leading large-scale projects or programs that deliver measurable business change in CX, Digital, or Operational Transformation.
  • Strong knowledge of contact center operations, including KPIs/metrics, industry best practices, employee experience, and technology enablement.
  • Proven excellence in customer-facing roles, including leading workshops, building and delivering high-quality presentations, and engaging effectively with stakeholders up to C-level.
  • Excellent communication skills with the ability to engage both business and technical audiences.
  • Understanding of Agile methodologies (user stories, epics, product demos, sprint planning, and execution).
  • Strong analytical and creative problem-solving skills in complex customer environments.
  • Experience with Genesys Cloud or other leading CX platforms is highly desirable.

Bonus (Nice to Have)

  • Hands-on experience with AI/automation in CX (voice/digital bots, conversational design, agent assist, predictive routing, workflow automation, LLM-enabled features).
  • Working knowledge of data, NLP/NLU basics, prompt/response design, and responsible AI principles (privacy, bias, security).
  • Familiarity with cloud integration patterns and APIs for CX ecosystems.

Work Context

  • Frequent collaboration with customers, cross-functional Genesys teams, and external partners.
  • Regular use of digital collaboration tools and business systems.
  • Travel within APAC up to 30% for customer meetings and strategic engagements.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in New Zealand.

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