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 6000 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.

#LI-Hybrid

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 Senior CX Advisory 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 to create an Evolution plan for Genesys solutions.
• Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems. Where can develop a ROI analysis if a business justification is needed to position a solution.
• Should be able to compare operational KPIs (AHT Churn NPS AWT etc.) before and after a Genesys implementation.
• 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.
• Must be able to discuss Change Management and be specific about their ability to design and develop Change Management programs.
• 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.
• English proficiency is required.

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

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.

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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.

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