Principal CX Advisory Consultant

🕒 September 25

🇮🇳 India – Remote

⏰ Full Time

🔴 Lead

💼 Consultant

👻 Ghost score 29%

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Support strategic Genesys customers across the APAC region through Customer Experience Advisory engagements • Act as a bridge between Genesys and customers’ CX strategy and stakeholders • Align business goals, digital transformation objectives, and adoption of Genesys solutions • Identify, assess, and prioritize CX challenges and opportunities across CX, digital, and contact center operations • Analyze business processes and recommend improvements to customer journeys and business performance • Create and deliver CX transformation roadmaps aligned with business strategy and technology capabilities • Develop functional designs translating business requirements into customer journey flows and operational configurations • Lead and support change management and adoption programs, including communication, training, and coaching strategies • Leverage analytics to measure adoption, operational efficiency, and CX outcomes • Build relationships with customer executives, partners, and internal Genesys teams • Lead workshops, executive briefings, and strategic engagements • Identify and manage risks, dependencies, and lessons learned • Travel within the APAC region for customer meetings and strategic engagements

🎯 Requirements

• Bachelor’s degree in Business, Technology, or a related discipline, or equivalent experience in CX consulting, digital transformation, or contact center operations • Minimum of 3+ years’ experience working as a consultant within CX, Digital, Reporting & Analytics, or Contact Center Operations • 3+ years’ experience leading large-scale projects or programs that deliver measurable business change in CX, Digital, or Operational Transformation • Strong knowledge of contact center operations, including KPIs/metrics, industry best practices, employee experience, and technology enablement • Proven excellence in customer-facing roles, including leading workshops, building and delivering high-quality presentations, and engaging effectively with stakeholders up to C-level • Excellent communication skills with the ability to engage both business and technical audiences • Understanding of Agile methodologies, including user stories, epics, product demos, sprint planning, and execution • Strong analytical and creative problem-solving skills in complex customer environments • Experience with Genesys Cloud or other leading CX platforms is highly desirable

🏖️ Benefits

• Flexible ways of working • Mentorship, learning programs, leadership development and education support • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Reasonable accommodations during the application process

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