CX Advisory Consultant

Genesys

. Support strategic Genesys customers across APAC through Customer Experience Advisory engagements .

Posted 10/27/2026full-timeWellington • New ZealandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience (CX) transformation, leveraging strong analytical skills to assess and improve customer journeys and operational performance. Proficient in leading change management initiatives and collaborating with stakeholders to drive measurable business outcomes.

Highest-signal resume keywords

CX ConsultingChange ManagementContact Center OperationsAgile MethodologiesCustomer Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business Process AnalysisCX Strategy DevelopmentData AnalyticsOperational TransformationKPI/Metrics KnowledgeAI/Automation in CXNLP/NLU BasicsPrompt/Response DesignCloud Integration PatternsAPI Familiarity

Soft Skills

Excellent Communication SkillsCreative Problem-SolvingStakeholder EngagementWorkshop FacilitationTraining and Coaching

Tools & Technologies

Genesys CloudCX PlatformsAnalytics ToolsCollaboration SoftwarePresentation Tools

Industry Keywords

Customer ExperienceDigital TransformationContact Center OperationsAPAC RegionBusiness Strategy

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Support strategic Genesys customers across APAC through Customer Experience Advisory engagements
Bridge Genesys with customers’ CX strategy and stakeholders
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
Use 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
Collaborate frequently with customers, cross-functional Genesys teams, and external partners
Travel within APAC up to 30% for customer meetings and strategic engagements

Requirements

What you’ll need

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 delivering 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
Experience in customer-facing roles, including leading workshops, delivering presentations, and engaging stakeholders up to C-level
Excellent communication skills for 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
Experience with Genesys Cloud or other leading CX platforms is highly desirable
Hands-on experience with AI/automation in CX is nice to have
Working knowledge of data, NLP/NLU basics, prompt/response design, and responsible AI principles is nice to have
Familiarity with cloud integration patterns and APIs for CX ecosystems is nice to have
Legally permitted to work in New Zealand

Benefits

Comp & perks

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 for the application process