CX Transformation Advisor (AI-Driven)

8435 New Zealand - Genesys Cloud Services New Zealand Limited; Wellington; Hybrid; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Paid volunteer time

August Free Fridays

Well-being resources

Regionally tailored programs

Job summary

Genesys seeks a CX Advisory Consultant to support strategic customers across APAC from Wellington, NZ. You will align CX strategy with business goals, design transformation roadmaps and guide adoption of Genesys solutions. You’ll partner with executives, operations, and Genesys teams to deliver measurable outcomes.

The role combines business consulting, CX strategy, and change management to drive successful transformations and strong customer partnerships.

Qualifications

• Bachelor’s degree in Business, Technology, or related discipline, or equivalent CX consulting experience.
• 3+ years as a CX, Digital, Reporting & Analytics, or Contact Center Operations consultant.
• 3+ years leading large-scale CX/digital transformation projects.
• Strong knowledge of contact center metrics, KPIs and tech enablement.
• Proven ability to engage stakeholders up to C-level with effective presentations.
• Excellent written and verbal communication for business and technical audiences.
• Understanding of Agile practices (user stories, epics, sprints).
• Experience with Genesys Cloud or similar CX platforms is highly desirable.

Responsibilities

• Partner with strategic customers to identify CX challenges and opportunities.
• Analyze processes and recommend CX improvements to impact journeys and performance.
• Create CX transformation roadmaps aligned with business strategy and tech capabilities.
• Develop functional designs translating requirements into journey flows and configurations.
• Lead change management and adoption programs including training and coaching.
• Use analytics to measure adoption, efficiency and CX outcomes for continuous improvement.
• Build relationships with executives, partners and Genesys teams; lead workshops and briefings.
• Identify risks and manage dependencies to ensure delivery excellence and customer success.

Skills

CX consulting

Digital transformation

Change management

Stakeholder engagement

Agile methodologies

Executive communication

CX platforms

Analytical thinking

Education

Bachelor’s degree in Business/Technology

Tools

Genesys Cloud

Job description

Genesys seeks a CX Advisory Consultant to support strategic customers across APAC from Wellington, NZ. You will align CX strategy with business goals, design transformation roadmaps and guide adoption of Genesys solutions. You’ll partner with executives, operations, and Genesys teams to deliver measurable outcomes.

The role combines business consulting, CX strategy, and change management to drive successful transformations and strong customer partnerships.