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 CX Advisory Senior 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

• Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems.

• 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?

• Proven excellence with customer facing activities, leading workshops, building, and delivering excellent presentations.

• Must have excellent communication skills and must be comfortable to communicate with both business and technical teams up to C-level.

• Experience working as a Consultant in the CX, EX, Digital, AI, and Contact Centre Operational areas and able to advise on appropriate solutions to customer business and operational issues.

• Must have experience with working on large scale projects and programs that deliver business change in the CX, EX, Digital, AI and Contact Centre Operations.

• Awareness of industry standard change models such as (Kotters, ADKAR, Lewins, etc). 

• Experienced with Design Thinking concepts and methodology for driving collaborative workshops.

• Able to provide guidance around CX, EX, Digital, AI and Contact Centre Operational KPIs and business scorecard best practice.

• Experience with implementing key change initiatives or working as a Change Consultant in an advisory capacity.

• Have an understanding of Agile concepts such as: user stories, epics, product demos, sprint planning and execution.

• Extensive analytical and creative skills in a complex environment with flexibility in finding solutions.

• Innovative approach, thinking outside of the box and able to consider different perspectives and lead divergent opinion to consensus.

• Strong decision making, leadership and influencing skills.

• Language: English and Afrikaans at professional level.

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.