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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Position Description

Job Title: CX Advisory Consultant

Department & Team: Customer Success

Location: Tokyo

Job Reports to: Hirokazu Kobayashi

Job Summary:

As a CX Advisory Consultant youll help leading organisations across APAC design build and scale AI-powered customer experiences and work side-by-side with clients to execute on their strategic vision.

Youll connect business strategy with digital cloud and automation transformation guiding executives and operations teams to turn vision into measurable outcomes on Genesys solutions. Working with a global leader in AI-driven CX youll blend strategy journey design analytics and change leadership to shape whats next.

Key Responsibilities include (but not limited to):

• Diagnose & Prioritise: Partner with strategic customers to pinpoint high-value CX opportunities across digital voice and Customer Experience centre operations especially where AI and automation unlock impact.
• Architect the Future: Co-create CX transformation roadmaps aligned to business goals technology capabilities data strategy and AI readiness.
• Execute the Strategy: Translate strategy into delivery plans backlogs and releases; stand up POCs/pilots drive scaled rollouts and embed governance and success metrics.
• Design Journeys & Solutions: Convert requirements into clear journey flows functional designs and operational configurations leveraging bots agent assist predictive/rules-based routing and workflow automation.
• Operationalise AI: Identify AI use cases (e.g. voice/digital bots intent recognition knowledge/agent assist summarisation proactive outreach) define guardrails and guide pilots to scaled adoption.
• Lead Change & Adoption: Drive communication training and coaching to embed new ways of working and accelerate time-to-value for AI and automation initiatives.
• Prove Impact: Use analytics and experimentation (dashboards A/B tests control groups) to track adoption operational efficiency and CX outcomes; quantify ROI and recommend continuous optimisations.
• Engage & Influence: Lead workshops and executive briefings; build trusted relationships with C-level stakeholders partners and Genesys teams.
• Value & Benefits: Identify and calculate the value of solution adoption building business cases that tie AI/automation to tangible results.
• Ad-hoc duties are required by management

Minimum Requirements:

Bachelors degree in Business Technology or related field or equivalent practical experience in CX consulting digital transformation or Customer Experience operations.

3 years consulting experience across CX Digital Reporting & Analytics or Customer Experience Operations advising on business and operational solutions.

3 years leading large-scale CX/Digital/Operational transformation projects delivering measurable business change.

Strong knowledge of customer experience and Customer Experience operations (KPIs/metrics best practices employee experience technology enablement).

Proven excellence in customer-facing leadership: workshops top-tier presentations and stakeholder engagement up to C-level.

Outstanding communication skills across business and technical audiences.

Familiarity with Agile (epics user stories sprint planning demos).

Analytical and creative problem-solving in complex customer environments.

Experience with Genesys Cloud or other leading CX platforms is highly desirable

Native-level proficiency in Japanese and business-level proficiency in English.

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 Japan.

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Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 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.

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 .

You can expect a response within 2448 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 accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.