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.

CX Advisory Consultant

This role opens opportunities for applicants based in Melbourne or Sydney.

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.

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.

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 Australia.

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.

Reasonable Accommodations:

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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.

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