Senior Delivery Consultant, VoC

Genesys

. Lead client engagements focused on experience design, measurement, and improvement .

Posted 10/28/2026full-timeRemote • United StatesSenior💰 $135,600 - $238,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer experience engagements, utilizing Voice of the Customer methodologies, and applying CCaaS technology to drive strategic transformations. Capable of analyzing complex data to generate actionable insights and recommendations while effectively managing stakeholder relationships.

Highest-signal resume keywords

Voice Of The Customer PracticesCCaaS Technology ApplicationCustomer Experience ManagementWorkshop FacilitationProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Experience DesignData AnalysisCustomer Journey MappingInsight GenerationEngagement ManagementPerformance MeasuresOperational ProcessesAnalytical Problem-SolvingGovernance ProcessesFeedback Gathering

Soft Skills

Stakeholder ManagementExecutive CommunicationRelationship BuildingInfluencing SkillsWorkshop Facilitation

Tools & Technologies

Genesys CloudVoC Survey PlatformsCustomer Feedback SystemsBI/Reporting ToolsInteraction AnalyticsCustomer Data PlatformsAI Applications

Industry Keywords

Customer ExperienceConsulting EngagementsStrategic TransformationsContact Center ManagementData-Driven Decision Making

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead client engagements focused on experience design, measurement, and improvement
Bring together Voice of the Customer signals to generate insights
Identify customer experience trends and translate data insights into business recommendations and action
Ensure clients achieve objectives for superior, empathetic, orchestrated customer experiences
Work with client stakeholders and Genesys experts to align business priorities and CX objectives
Identify and analyze quantitative and qualitative VoC signals, including surveys, speech and text analytics, quality programs, operational metrics, and contact center data
Conduct listening sessions with account teams and client stakeholders
Document incomplete, inconsistent, distributed, or non-standard data
Define engagement scope, timelines, and resources
Analyze VoC signals, customer journey mapping, and business KPIs to identify patterns, drivers, strengths, and experience friction
Translate VoC data, operational context, brand commitments, and business priorities into current-state findings
Assemble and prioritize actionable recommendations with impact, effort, investment, and roadmap timelines
Validate hypotheses and recommendations with client stakeholders
Facilitate workshops across Customer Experience, Contact Center, Digital, Analytics, Technology, and other functions
Identify opportunities for Genesys analytics, automation, AI, and experience orchestration capabilities
Help customers define success measures and baselines
Manage engagements from kickoff through final delivery, including scope, milestones, risks, decisions, and outcomes
Define ownership, governance, closed-loop processes, and next steps
Develop executive-ready deliverables and communicate complex findings in actionable business language
Create and improve VoC methodologies, playbooks, tools, and reusable delivery assets

Requirements

What you’ll need

Significant experience leading consulting engagements focused on customer experience / voice of the customer and strategic transformations
Strong and proven ability to design for experience
Strong understanding of Voice of the Customer practices, including signal design, feedback gathering, insight generation, closed-loop processes, program governance, and influencing data-driven business decision making
Strong understanding and ability to apply CCaaS technology to experience design
Demonstrated ability to independently lead complex, end-to-end engagements from discovery through executive recommendations and implementation
Ability to influence and build relationships with cross-functional internal and external stakeholders
Comfort with travel; up to 33% may be required
Strong understanding of contact center management, including performance measures, operational processes and functions, and customer experience drivers
Excellent workshop facilitation, stakeholder management, and executive communication skills
Strong analytical problem-solving skills and comfort working with imperfect, incomplete, or ambiguous data
Ability to bring structure to complex and ambiguous problems and identify a practical path forward
Strong project and engagement management skills, including scope, stakeholder, dependency, and risk management
Ability to work effectively across business and technical audiences
Experience with Genesys Cloud and its customer experience capabilities
Experience with VoC survey platforms, customer feedback systems, BI/reporting tools, interaction analytics, and customer data platforms
Familiarity with AI applications for customer feedback analysis, insight generation, automation, and customer experience management
Consulting experience with large or complex enterprise organizations

Benefits

Comp & perks

Medical, Dental, and Vision Insurance
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off
10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families
Mentorship, learning programs, leadership development and education support