Principal CX Advisory Consultant

• 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

• 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

• 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