APAC CX Transformation Advisor

Genesys Cloud Services Cayman Ltd. - Philippine Branch; Manila; On-site; PHP 7,514,000 - 11,271,000; Full time

Benefits offered by this job

Volunteer time

Aug uest Free Fridays

Well-being resources

Education support

Job summary

Genesys is seeking a Principal CX Advisory Consultant to support strategic customers across the APAC region. You will bridge Genesys and the customer’s CX strategy, guiding transformation and adoption of Genesys solutions while aligning with business goals.

You will combine business consulting, CX strategy, and change management to design journeys, lead workshops, and measure outcomes, travel up to 30% within APAC.

Qualifications

• Bachelor’s degree in Business, Technology, or a related discipline (or equivalent CX consulting experience).
• 3+ years as a consultant in CX, digital, analytics or contact center ops with measurable impact.
• Experience leading large-scale CX/digital transformation projects with executive stakeholders.
• Strong knowledge of contact center KPIs, best practices, and technology enablement.
• Excellent presentation and stakeholder management skills at all levels, including C-suite.
• Familiarity with agile ways of working ( user stories, sprints, demos ).
• Experience with Genesys Cloud or related CX platforms is highly desirable.

Responsibilities

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

Skills

CX consulting

Change management

Executive engagement

Agile methodologies

Customer-facing leadership

Education

Bachelor’s degree in Business, Technology, or related discipline

Tools

Genesys Cloud

Job description

Genesys is seeking a Principal CX Advisory Consultant to support strategic customers across the APAC region. You will bridge Genesys and the customer’s CX strategy, guiding transformation and adoption of Genesys solutions while aligning with business goals.

You will combine business consulting, CX strategy, and change management to design journeys, lead workshops, and measure outcomes, travel up to 30% within APAC.