Business Value Specialist

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.

Business Value Specialist CX (CCaaS /AI/EXPERIENCE ORCHESTRATION)

Location: Sydney or Melbourne

In a world where customer expectations are rising faster than ever delivering exceptional experiences isnt optional its a competitive advantage.

As a Business Value Specialist at Genesys Cloud you will be at the forefront of helping organisations unlock that advantage. This is not a traditional consulting role. You will partner with customers and cross-functional teams to connect technology to tangible business outcomes- quantifying the value of Genesys Cloud through data-driven insights AI-powered innovation and strategic storytelling. By translating complex data and analytics into clear compelling narratives you will influence executive decisions shape transformation strategies and prove measurable impact across customer experience operational efficiency and revenue growth.

If you thrive at the intersection of data strategy and storytelling- and want to play a pivotal role in how leading organizations reimagine experiences- this role puts you exactly where it matters most.

Key Responsibilities

Value Assessment and Customer Discovery

• Run enablement sessions across pre-sales and sales team teaching core concepts across business value discovery and applications

• Work as a consultant with pre-sales sales and customer success teams during the sales expansion and renewal process to bring business value applications to life for customers

• Independently lead ambiguous early-stage customer conversations with minimal direction shaping problem statements and value hypotheses from scratch

• Proactively identify and create new value opportunities within accounts beyond defined deal cycles

• Operate as a trusted advisor to senior stakeholders confidently challenging assumptions and guiding strategic direction

• Analyze current-state customer experience environments and identify opportunities for transformation and AI implementation using Genesys solutions

• Collaborate with sales teams solution consultants and industry teams to align on customer priorities and value drivers

Business Impact and Financial Modelling

• Develop and apply value frameworks to quantify business outcomes such as cost savings revenue uplift and efficiency gains

• Own end-to-end development of business cases from initial hypothesis through to executive-ready outputs without reliance on templates alone

• Demonstrate strong commercial acumen connecting financial models directly to real business levers and decision-making

• Continuously refine and improve modelling approaches based on deal feedback and market dynamics

Executive Storytelling and Presentation

• Translate complex data and technical concepts into clear concise and compelling business narratives

• Tailor messaging to align with industry-specific challenges and strategic priorities

• Lead executive-level conversations with confidence and presence influencing C-suite stakeholders

• Craft original insight-led narratives rather than relying on standard messaging or collateral

• Adapt in real time during discussions handling objections and reframing value under pressure

Cross-Functional Collaboration

• Partner with sales customer success marketing and product teams to refine value propositions and go-to-market messaging

• Support strategic deals by articulating differentiated value aligned to customer outcomes

• Take ownership of driving alignment across teams even in complex or high-stakes deal environments

• Act as a quarterback on strategic opportunities ensuring momentum without formal authority

• Proactively identify gaps in GTM or value articulation and take initiative to solve them

Market Insight and Innovation

• Independently build and maintain POVs on industry trends bringing fresh insights into customer conversations across CCaaS AI digital channels and customer experience transformation

• Incorporate best practices deep competitive insights and emerging technologies into customer engagements

• Experiment with new approaches tools or frameworks to enhance value consulting impact

• Articulate the value and ROI of AI-powered experience orchestration with deep industry knowledge to customers and internal teams

• Actively contribute thought leadership elevating the role of Business Value within the organization

Qualifications and Experience

• Bachelors degree in Business Marketing Economics or a related discipline

• 8 years experience in business value consulting management consulting business analysis or solution consulting within technology or SaaS environments

• Strong analytical and problem-solving skills with experience in financial modelling and data-driven decision making

• Excellent communication and presentation skills with the ability to engage executive stakeholders

• Demonstrated ability to operate independently in ambiguous environments taking ownership of outcomes with minimal guidance

• Proven track record of influencing senior stakeholders and driving measurable business impact in complex multi-stakeholder deals

• Intellectual curiosity and growth mindset with a history of proactively building new capabilities perspectives or approaches beyond core role expectations

• Understanding of customer experience contact centre technologies or cloud-based platforms (CCaaS preferred)

• Experience facilitating workshops journey mapping or human-centred design approaches

• Ability to work in a collaborative fast-paced and customer-focused environment

• Willingness to travel across Australia New Zealand and the broader region as required

Preferred Qualifications

• Experience in AI automation or experience orchestration platforms

• Background in consulting firms or enterprise SaaS organizations

• Familiarity with KPI and research frameworks such as customer satisfaction NPS operational efficiency TCO and revenue metrics

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.

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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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