CX Consultant

R&D; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

Verint is seeking an experienced CX Success Consultant to join the ANZ team. This hands-on role spans implementation, enablement, optimisation and value realisation across Verint's customer experience solutions.

You will work with customers to translate operational challenges into practical, sustainable outcomes, collaborating across Verint to deliver measurable improvements in CX and productivity.

Qualifications

• 3+ years of experience in customer service, contact centres, customer operations, CX consulting or a related field.
• Hands-on experience using, owning, implementing or optimising CX technology, not only selling it.
• Understanding of contact centre operations and metrics, workforce management, CX analytics, and AI or automation in service environments.
• Delivered or supported SaaS implementations and comfortable owning customer-facing advisory and delivery outcomes.
• Confident communication with technical, operational and executive stakeholders and ability to facilitate workshops that turn discussion into action.
• Commercially aware, data-driven and focused on adoption, measurable value and long-term customer success.

Responsibilities

• Deliver consulting engagements from onboarding and configuration through to rollout, hypercare and ongoing optimisation.
• Help customers adopt Verint capabilities and achieve measurable improvements in CX, workforce productivity and operational performance.
• Build trusted-advisor relationships with CX, customer operations, WFM, digital, technology and executive stakeholders.
• Lead discovery workshops, translate operational pain points into platform-led solutions and define success measures.
• Support AI, automation, analytics, knowledge management, unified desktop and broader CX transformation initiatives.
• Partner with Sales, Pre-Sales, Product, Renewal and Customer Success teams to shape solutions, support proposals and identify opportunities for additional value.

Job description

We are looking for an experienced CX Success Consultant to join our ANZ team. This hands-on consulting role spans implementation, enablement, optimisation and value realisation across Verint's customer experience solutions.

You may have worked within a contact centre or customer operations environment or delivered technology and application enablement into one. Either way, you understand the realities behind the metrics and know how to translate operational challenges into practical, sustainable outcomes.

You will join a global community of innovators helping some of the world's leading organisations deliver tangible customer experience and productivity outcomes. We value collaboration, direct communication, continuous innovation, action and customer impact and we offer meaningful opportunities to grow your expertise while doing work that matters.

Key Responsibilities

In this role, you will:

• Deliver consulting engagements from onboarding and configuration through to rollout, hypercare and ongoing optimisation.
• Help customers adopt Verint capabilities and achieve measurable improvements in CX, workforce productivity and operational performance.
• Build trusted-advisor relationships with CX, customer operations, WFM, digital, technology and executive stakeholders.
• Lead discovery workshops, translate operational pain points into platform-led solutions and define success measures.
• Support AI, automation, analytics, knowledge management, unified desktop and broader CX transformation initiatives.
• Partner with Sales, Pre-Sales, Product, Renewal and Customer Success teams to shape solutions, support proposals and identify opportunities for additional value.

The role combines delivery, advisory and customer success. You will remain closely connected to customers while collaborating across Verint to ensure the solutions we propose can succeed operationally and continue delivering value over time.

What you will work on

Depending on customer priorities and your expertise, your engagements may include:

• Workforce Management and workforce optimisation
• Conversational AI, agent assist, bots and automation
• Interaction analytics, dashboards and actionable insight
• Knowledge Management and Unified Desktop
• CX strategy, adoption, change and value realisation

About you

• You bring 3+ years of experience in customer service, contact centres, customer operations, CX consulting or a related field.
• You have hands-on experience using, owning, implementing or optimising CX technology-not only selling it.
• You understand contact centre operations and metrics, workforce management, CX analytics, and AI or automation in service environments.
• You have delivered or supported SaaS implementations and are comfortable owning customer-facing advisory and delivery outcomes.
• You communicate confidently with technical, operational and executive stakeholders and can facilitate workshops that turn discussion into action.
• You are commercially aware, data-driven and focused on adoption, measurable value and long-term customer success.

It would be an advantage if you also have

• Experience with Verint or a comparable CX platform
• Deep expertise in an industry sector and its regulatory environment
• A background in enterprise contact centres, shared services, digital transformation, a centre of excellence, professional services or customer success
• Practical experience using Verint applications to improve CX and generate insight

Why Verint?

You will join a global community of innovators helping some of the world's leading organisations deliver tangible customer experience and productivity outcomes. We value collaboration, direct communication, continuous innovation, action and customer impact and we offer meaningful opportunities to grow your expertise while doing work that matters.

Ready to make an impact? If you are passionate about customer experience, enjoy turning complex operational challenges into practical solutions and want to help customers realise more value from their technology investments, we would like to hear from you.